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Improving Customer Service

1 Day Course
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Course Information



Course Outline

1. Defining Customer Service
  • What is customer service?
  • Why is it important?
  • Putting customer needs first
  • Making the customer feel special and valued
2. Identifying Your Customers
  • Internal customers
  • External customers
  • Finding out what your customers want and need
3. Meeting Expectations
  • What impression do you create?
  • Importance of timeliness
  • Ensuring quality and consistency
  • Setting expectations
4. Building relationships
  • What impression do you create?
  • Establishing rapport
  • Keeping things professional
  • Showing empathy - ensuring the customer feels listened to
5. Communication Skills
  • The communication funnel
  • The art of asking good questions
  • Active listening skills
  • Body language
6. Telephone Techniques
  • First impressions count
  • Methods of transferring calls
  • Passing on messages
  • Phrases to avoid on the telephone
7. Remaining Calm Under Pressure
  • Understanding different customer typesand how to handle them
  • Handling unreasonable expectations
  • What to say or do - what not to say or do
  • Delivering bad news
  • Problem solving in different situations
8. Preventing Customer Service Problems
  • Understanding why customers complain
  • Evaluation techniques
  • Measuring results

Private Courses

We can arrange your own private Sales and Customer Service course.


Have us build a custom private course tailored to your needs.

Cost Effective

If you are looking to training a group of people private courses can be very cost effective.

Post Course Support

Unlimited post course email support on the course topics.

What Our Clients Think

Really enjoyed this course. It delivered exactly what I wanted out it.

Malkit Singh - Regatta Ltd

This has been by far one of the most useful and well planned/executed training courses I have ever attended. For this to have been achieved remotely just adds to how impressive it was managed.

Trevor Stratton - Lincolnshire County Council

I found the course very relevant to a lot of the day-to-day work I do.

Sian Stephenson - Aldi Stores Ltd

Really good course. lots of hands on practice and clear explanations.

fiona dawe - Covetrus Global Software Services

Cannot fault the content & delivery of the course at all. A brilliant service from start to finish. Thank you Systematix.

Claire Mitchell - Denbighshire County Council

Very good course. I've been using the software constantly in the last three months and still learnt a lot.

George Martin - NHS North of England

Related Courses

Introduction 1 Day
This course aims to help businesses increase customer loyalty and retention by providing the skills and knowledge needed to deal with customer complaints effectively.