Customer Care / Customer Service Training

This customer service training is designed for any member of staff whether existing or new to handling, selling to, or dealing with customers. The course will teach the delegates the right and wrong of delivering exceptional customer care to your clients.

It will enhance their skills in communication techniques, handling difficult situations and will teach them how to project a professional and positive image.

At the end of the customer care course the delegates will have the underpinning knowledge and skills to fully understand how to:

• Successfully communicate with your customers
• Create a lasting impression, ensuring your customers come back to you first
• Understand the value of customers to your organisation
• Deliver exceptional customer care
• Handle difficult customer situations
• Do what they say they are going to do, to keep customers satisfied
  

No pre course work is required for this customer service course, however the course will be highly interactive and will include scenario based role play and group exercises.

During this interactive, linked and practical customer service course, the delegates will cover:

• Projecting the right first impression - the 3 second rule
  
• Positive steps to excellent customer service - what can you do differently
  
• Moments of truth in customer service - case studies on poor and exceptional customer service
  
• The importance of communication in customer service and how to improve your communication skills
  
• Handling complaints, anger and difficult customers professionally
  
• Active listening and questioning techniques
• Talking to customers over the telephone - telephone etiquette - the do’s and don’ts, effective call handling
  
• Building rapport with your customers
  
• Making the most of your voice, understanding tone
• How to use body language
• Barriers to communicating effectively - be assertive not aggressive
  
• Making a difference to your customers - manage expectations
  
• Identifying your customers and their expectations from your organisation
  
• Working in as part of a team to improve the customer experience
  

This course is available as an inhouse course tailored to your organisational aims and objectives, please contact us to discuss your requirements and delegate numbers. (pricing can vary dependant on the size of group)

All prices are excluding VAT, travel is charged with In-house courses at 40p per mile from our head office
Accommodation is required for distances over 100 miles from our head office.

Public Course Availability

Customer Care / Customer Service Training is available as a public course on the following dates at the venues shown. You can book yourself and other delegates onto any of these courses simply by clicking the Book now buttons.