Customer Service Skills Training

A one-day in-company training programme1 Day - On Request

This course is one of our standard in-company programmes and can be delivered to your people at a venue and date of your choice. If it is not exactly what you want then we can either create a tailored course based on our extensive library of standard course materials or produce a fully bespoke training course for you.
Course Overview:
A one day workshop to improve customer service skills and as such suitable for all staff who deal with customers. Delegates will gain an understanding of the key principles of customer service and practice the skills necessary to deliver great service.

Programme Contents

Why is Customer Service Important?
Who are our Customers?
Understanding the Needs of Customers
Customer Care Standards
Communicating with Customers
- Questions - the Different Types
- Using Questions Effectively
- Adopting Effective Listening Habits
- Non verbal communication
Telephone Techniques
- Answering Calls Professionally
- Do's and Don'ts
Handling Awkward Customers
- Showing Empathy and Understanding
- Handling Irate Customers
- Dealing with Complaints
Instant Role Play
Your Action Plans