Customer Service

This course is essential for anyone who manages customer service and individuals with customer facing role, whether on the telephone or in person.

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.

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.