Customer Service
£395.00 Plus VAT
Delivery Method
Face To Face Delivery Virtual Delivery One To One Coaching Closed Group Course Public Course
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!
How to Book
If you are interested in booking this course, then please select an available date and then click book now to complete the booking. Can’t see a suitable date contact us on [email protected] and we can discuss specific date requirements.
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 – by the end of this course you will be able to… Understand the importance of delivering excellent customer service
Identify what customers are looking for and what drives them away
Demonstrate the key skills of dealing with customers on the phone and face to face
Manage complaints and calm down the angry customer
Create an action plan for delivering excellent customer service
Course Content
Delegates experiences as a customer
Defining good and bad service
The cost of poor service
The benefits of good service
Key telephone skills
Dealing face to face
Managing complaints
Dealing with difficult customers
Creating an action plan for delivering excellent customer service
Embedding
These follow up coaching sessions help support your colleagues to embed their learning during their skills transfer period. Applying new skills and changing behaviour takes effort and practice. After attending a training course many colleagues will find they need support through this transition. EQV can provide that support with follow up coaching sessions to help embed the learning.
Embedding coaching sessions can be delivered in 90 minute and half day durations. The facilitator will work with the group to capture feedback about challenges and how to overcome them ensuring success going forward.
Having a formal embedding coaching session will not only increase the success of the skills transfer period but helps create a platform of motivation, inclusivity and commitment within the group.