Customer Service
From: £425.00 Plus VAT (per person)
Have more than 2 delegates? Talk to us about our closed group courses.
Delivery Method
Open Public Courses – Virtual Delivery Only Closed Group Courses – Face To Face and Virtual Delivery
Business Benefit
Lost clients, lack of referrals, poor repeat business, complaints, and bad publicity; the costly results of poor customer service seem to go on and on. Every day, as consumers we seem to encounter rudeness, indifference, ignorance and a level of service that we can only describe as ‘poor’. This course aims to create the kind of Customer Service people talk about – for all the right reasons!
Who Should Attend
This course is essential for anyone who manages customer service and individuals with customer facing role, whether on the telephone or in person.
Learning Outcomes
Understanding the Importance of Delivering Excellent Customer Service:
Recognising the significance of providing outstanding customer service.
Appreciating how exceptional service contributes to customer loyalty and business success.
Identifying Customer Expectations and Factors that Repel Them:
Determining what customers expect from a service or product.
Identifying common factors that can dissuade customers, such as poor communication or product quality.
Demonstrating Key Skills for Interactions:
Acquiring and exhibiting essential skills for both phone and face-to-face interactions with customers.
This may include active listening, effective communication, and empathy.
Managing Complaints and Dealing with Angry Customers:
Learning strategies to handle customer complaints professionally and efficiently.
Developing the ability to diffuse tense situations and convert angry customers into satisfied ones.
Creating an Action Plan for Exceptional Customer Service:
Crafting a comprehensive plan outlining steps and objectives to consistently deliver excellent customer service.
Setting measurable goals and monitoring progress to continuously improve service quality.
Course Content
Delegates’ Experiences as Customers:
Encouraging participants to share their personal experiences as customers.
Creating a platform for delegates to reflect on what they appreciated and disliked about customer service.
Defining Good and Bad Service:
Establishing clear definitions of what constitutes excellent customer service and its opposite.
Discussing common criteria that customers use to evaluate service quality.
The Cost of Poor Service:
Exploring the financial and reputational consequences of providing subpar customer service.
Understanding how poor service can lead to customer dissatisfaction and lost business.
The Benefits of Good Service:
Highlighting the advantages of delivering exceptional customer service.
Examining how satisfied customers can become loyal advocates and contribute to business growth.
Key Telephone Skills:
Teaching essential skills for effective telephone interactions, including tone, language, and active listening.
Practicing techniques to build rapport and provide assistance over the phone.
Dealing Face to Face:
Addressing the nuances of providing customer service in person.
Demonstrating appropriate body language, eye contact, and interpersonal skills.
Managing Complaints:
Providing strategies and guidelines for handling customer complaints professionally.
Emphasizing the importance of resolving issues to customer satisfaction.
Dealing with Difficult Customers:
Equipping delegates with techniques to handle challenging customer interactions with patience and empathy.
Discussing methods to de-escalate tense situations and find solutions.
Creating an Action Plan for Delivering Excellent Customer Service:
Assisting participants in developing a personalised action plan.
Setting achievable goals and outlining steps to consistently deliver outstanding customer service.
How to Book
Dates below represent open public courses only. To book this course, please select an available date and click the book now button below to complete the booking by Credit Card or via Invoice. Have two or more people to train – you may consider a closed group course. Contact us on [email protected] to discuss specific date and delivery requirements.
The purpose of your training is learning new skills and/or changing behaviour. We can help you measure this!
Post-course, to evaluate how successfully the attendees are doing this, delegates can attend a Workplace Implementation session during the skills transfer period. This additional session lasts for 2.5 hours.
During the Workplace Implementation session the individuals will either on a 1-2-1 basis or as a group discuss the challenges and successes they have experienced during their skills transfer period.
This will include what they are doing differently as a direct result of the training and how this has positively impacted the organisation.
This is an excellent way to encourage the learning, support the skills transfer into the workplace and act as a measure to evaluate the training.
We compile this information into a report so that you have evidence of your return on investment.