Customer Service Training

Good customer care is a fundamental ingredient for successful organisations. This 1 day Customer Service Training course is designed for people on the front line, who as part of their daily job deal with either external or internal customers either face to face or over the phone. This is a practical programme which includes group discussions, written exercises and role play scenarios which are designed to help group participation.

Course objectives include creating and maintaining loyal customers, a greater awareness of customer expectations and how to exceed them, learning the techniques for handling complaints and management of internal relationships.

Course Overview

In preparation delegates should write down problems/situations they have difficulty with for discussion.

  • What is customer satisfaction? How do customers judge us? What do customers expect?
  • Why is it vital to any organisation?
  • Who are our customers?
  • Satisfying customers, customer transactions
  • Effective listening to achieve customer satisfaction, questioning techniques
  • Complaint management, techniques for dealing with complaints
  • Email etiquette, telephone skills and face to face communication
  • Having a positive attitude towards complaints
  • Using positive behaviour to influence customers, eliminate conflict and enhance the customer transaction
  • Communicating empathy, action and positive language
  • Exceeding requirements to increases customer satisfaction.

Key Outcomes

  • Understanding factors essential to good customer service
  • Effective communication by phone/e-mail/face to face
  • Awareness of customers expectations
  • Provide customers with clear and concise information
  • Listen effectively to show customers they have been understood
  • Maintain an informative and positive relationship with internal and external customers
  • Increased capacity to effectively and satisfactorily handle complaints and eliminate conflict
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