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Improving Customer Service

  • Duration: 1 Day

Course Information

Overview

Description


Course Outline

Defining Customer Service
  • What is customer service?
  • Why is it important?
  • Putting customer needs first
  • Making the customer feel special and valued
Identifying Your Customers
  • Internal customers
  • External customers
  • Finding out what your customers want and need
Meeting Expectations
  • What impression do you create?
  • Importance of timeliness
  • Ensuring quality and consistency
  • Setting expectations
Building relationships
  • What impression do you create?
  • Establishing rapport
  • Keeping things professional
  • Showing empathy - ensuring the customer feels listened to
Communication Skills
  • The communication funnel
  • The art of asking good questions
  • Active listening skills
  • Body language
Telephone Techniques
  • First impressions count
  • Methods of transferring calls
  • Passing on messages
  • Phrases to avoid on the telephone
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
Preventing Customer Service Problems
  • Understanding why customers complain
  • Evaluation techniques
  • Measuring results

Whats included in this course?

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    Course Manual
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    Experienced Trainers
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    Certificate of Attendance
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    Unlimited Post Course Support

If you need something more custom, please get in touch with our team.

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Testimonials

  • I thoroughly enjoyed this course but do feel that the duration should be extended in order to allow more time to cover all of the topics. Noel was a fantastic trainer, happy to answer any questions and very good at explaining how to do something, thank you.

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    Laura Chesters

    HSBC