Customer Care / Customer Service Training

Available as a public course?:

Yes

Duration:

1.00 day

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 to your most precious commodity!

In house course price is for up to 12 delegates* per day and includes tailoring, manuals and certificates
If you require more than 12 delegates please contact us

Aims and Objectives:

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

Pre-Course Work:

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.

Proposed Course Outline:

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

Course Evaluation:

This course will be evaluated at Level 1 of the Kirkpatrick Training Evaluation Model (Reaction to Learning), via a short questionnaire, which will be completed at the end of the course.

Practical Arrangements:

Maximum number of delegates: Suggested max. 10-12, but can be run with up to 15 depending on size of room
Number of rooms required: One large training room
Room layout: U Shape
Equipment required: Flipchart, Projector, Pads and Pens for delegates. CM Training will provide all delegates materials (handouts, copy of powerpoint slides etc., and a laptop to connect to the projector)
Timings: 9.15 to 4.45

Please note for Public Courses we provide all the arrangements

Price (Public Course):

£195.00 per delegate

Price (In-house Course):

£749.00 per day