Customer Service Training

Delivering exceptional service1 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. A shorter version of this course with fewer skill development sessions is also available.

Course Overview:

This workshop is designed for people who use the telephone for their day-to-day interaction with customers, suppliers or work colleagues. Focusing on handling in-bound calls, delegates will gain an understanding of important telephone techniques along with the key principles of customer service.

Whether your customers are internal or external, this workshop will help you understand and apply the principles of delivering exceptional customer service and make you stand out from the crowd.

This course is suitable for all support staff and is an excellent refresher!

Programme Contents

Your Role in Customer Service
- It's not just for the customer service department...
- Who are your customers?
Why is Customer Service Important?
- Some scary statistics
- Attitudes to customer care
What Your Customers Expect
- Understanding the needs of Customers
- 7 service standards
-The difference is you...
Communicating with Customers
- Projecting a caring image
- The art of using conversational questions to gather information
- Active listening skills
- Building rapport
- Responding to unreasonable demands
Awkward Customers
- Customer behaviours that can cause difficulty
- Controlling your reaction
- Responding assertively
Keeping it Going
- Your persoanl customer service skills audit
- Individual action plans