CPD Events: Personal Behavioural Skills for Positive Customer Service

1st Session: 4 December 2020 9:30-11:00

2nd Session: 11 December 2020 9:30-11:00

Handouts for the sessions and joining instructions will be provided to you prior to the event.

Virtual Webinar Overview

Positive customer service starts with me! The power of behavioural skills has been recognised for many years in all kinds of situations. When we consider the skills required to deliver effective customer service, they come top of the list.

This virtual training programme firstly identifies exactly what the key skills are, before giving you the time to reflect on your own strengths and development areas. You have the opportunity to consider the fundamental areas of emotional intelligence (EI), communication skills and knowing the customer. The sessions will consider the impact of the skills in both a face to face and a remote working environment. Time will be given to self-reflection and how you can consciously continue your own development.

The approach will be to run two 90-minute sessions with a gap of one week in between. The style of the sessions will be to be as interactive as possible, thought provoking and practical, enabling you to reflect and share best practice. At the end of the sessions you will have the opportunity to identify three key actions/development areas that you would like to work with in order to transfer the learning into your own working environment.

Aims/Objectives

By the end of the development programme you will be able to:

• State the principles of Emotional Intelligence (EI)
• Understand the relationship between personal confidence and effective customer relationships
• Consciously manage the impact of verbal & non-verbal behaviour
• Facilitate conversations using a foundation of skills
• Relate to different personality styles for positive influence
• Identify your behavioural strengths and development areas.

What We Will Cover

Setting the Scene

• Programme Overview
• Individual & Group Objectives

Behavioural Skills Involved

• Key Areas
• What do they Mean to Me?

Emotional Intelligence – The Foundation

• Power of Personal Confidence
• Empathy & Building Relationships

Power of Communication Skills

• My Personal Image
• Verbal & Non-Verbal Behaviour
• Communication in Action
• Questioning & Listening – How Effective am I?
• The Subtle Impact of Influencing

Understanding the Customer

• Understanding Personality Styles & Preferences
• ‘Reading’ the Customer

Projecting the Right Image

• Project Me
• My Areas for Development

Key Learning Points

• Consolidating the Learning

Speaker Profile

Adrian created Trafalgar over 20 years ago and is the principal person behind the business today.

During that period he has worked in partnership with organisations and people to support behavioural change in both the UK and Europe. Adrian has developed a wealth of knowledge and practical experience which he shares to the benefit of others. His facilitative style is practical, focusing on what happens in the real world, challenging (in a positive way) and focused on how to apply in the working environment.

Areas of expertise include self-development, leading & managing others and driving the business forward. As well as delivering highly interactive programmes Adrian coaches individuals on a one-to-one basis. He is a qualified practitioner of Emotional Intelligence Profiling through which he links into both group based workshops and One- to-One Coaching.

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