Customer Service Training:  

 

 

Synopsis:

This customer service training course provides you, whether you are an existing or new to handling, selling to, or dealing with customers, the skills to deliver exceptional customer service.

The training will be tailored to link back to the delegate’s workplace to ensure a successful delivery and during the training as many real life issues will be used as discussional topics.

The training will be delivered in an interactive style and will provision for group work as well as practical examples to further embed the training.

The course content outlined is designed for working with clients from first contact either using the telephone or face to face.

Aims & Objectives:

By attending the course your delegates learn about the right and wrong ways of delivering exceptional customer care to your clients.

Enhancing your skills in communication techniques, handling difficult situations and how to project a professional and positive image to ensure your clients have the best possible experience when dealing with you. Exceptional customer care is paramount in ensuring that your customers return to you first and that your actions reinforce a positive brand image of your organisation within your customers mind.

As we all understand that customer service skills are often common sense our course is a combination of facilitation, practical and theory. This approach to delivery allows us to cater for your ability and skill and helps us to ensure that you actively take something new away from the course. The course is very interactive with you feeding in to the learning in respect to your own real life challenges and examples, allowing us to work with you to solve customer service situations.

Pre-Course Work

There is no pre course work required for this customer service course, however as the course is interactive and discusses your own customer service experiences it would be useful if you outline some examples of good and bad customer service you have received or given, feeding in to the group discussions during the course

Course Content:

  • The importance of first impressions and how to deliver the right impression

  • Understand the client– why is service so important and how do you effect it

  • Making a difference to your customers – etiquette and the principals of doing what you say you are going to do

  • Identifying your customers and their expectations

  • The importance of communication in customer service –Using Communication Techniques effectively to deliver exceptional customer service.

  • Barriers to communicating effectively  -Be assertive not aggressive

  • Building rapport – face to face and over the phone – linked to body language and tone

  • Effective call handling

  • Active listening and questioning techniques

  • How and why to de–personalise situations

  • Tips and Tactics to deal with difficult, angry and complaining clients / customers

  • Active listening skills

  • Positive steps to excellent customer service – What you can do differently

  • Moments of truth in customer service – Case Studies of Positive and Negative experiences

  • Team working, why is it important?

  • Practical application of the skills learnt – this can include role plays

Learning Outcomes:

  • Understand the importance of excellent customer service and the direct impact you can have in delivering exceptional customer care

  • Appreciate the importance of working as a team

  • Recognise how to improve the customer’s experience through improving personal communication skills

  • Gain confidence in handling more difficult customers / patients
  • To enhance current skill sets
  • To improve personal performance
  • To motivate delegates to apply skills
  • To link training to specific client requirements
  • There will be an underlying theme of Assertiveness throughout the course

  • Summary and action plans

Duration:

1 Day

No of Delegates – The Total Number of delegates that can sit this is course is a maximum of 12 to uphold the quality of our training and to ensure the course is properly embedded to achieve the companies /  individual goals. 

Prices £849 (ex VAT) for up to 12 delegates trained onsite

(An additional charge for travel will be applied at 40p per mile from Sequence HQ to your premesis)

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