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Customer Service

  • Price £345.00
  • Duration 1 day(s)
All major credit cards accepted

Description

Our customer care/service course is designed for any member of staff whether existing or new to handling, selling to, or dealing with customers.

It will provide them with the underpinning knowledge and skills to fully understand how to successfully communicate and understand the value of customers whilst showing them how to deliver exceptional customer service.

The course content listed here is designed for working with customers using the telephone (as this is the most popular), we do however offer this course for face to face customer service.

"Ensure your team know how and why to create a positive impression on your most precious commodity".

Prerequisites

None

Skills

Understand the importance of excellent customer service and the direct impact you can have in delivering exceptional customer care
Appreciate the importance of working as a team
Recognise how to improve the customer’s experience through improving personal communication skills
Gain confidence in handling more difficult customers

Course Content

Projecting the right first impression
Positive steps to excellent customer service
Moments of truth in customer service
The importance of communication in customer service
Handling complaints, anger and difficult customers
Effective call handling
Active listening and questioning techniques
Telephone etiquette - the do’s and don’ts
Building rapport
Making the most of your voice, understanding tone
How to use body language
Barriers to communicating effectively
Making a difference to your customers
Identifying your customers and their expectations
Working in a team

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