Customer Service Skills

Overview

We all experience customer service, without even realising it. The only time you're likely to notice is when it exceeds your expectations, or it doesn't meet them! Satisfied customers are more likely to recommend you to others.

Customer Service is clearly a major part of any businesses corporate strategy to retain and attract clients. Effective Customer Service is critical in helping a business to meet its planned sales objectives whilst meeting their client expectations through excellent customer service.

This course will help you increase customer satisfaction, by drawing on your inherent people skills. Using insights from the world of psychology, we provide people with the practical tools to deliver excellent customer service - every time.

In the day you will look at the importance of a holistic approach in the business to meet clients expectations whilst ensuring you are allocating appropriate levels of time, money and resources to ensure Customer Service is effective.

Who Should Attend?

The course is designed for those who deal directly with customers, or manage the customer service process in your business.

Benefits To You & Your Organisation

• Defining Customer Service and what it means for the success of your business
• Understanding every customer and managing their expectations
• Understanding the verbal and visual cues of customers that enable you to meet their individual needs
• Understanding the benefits of different communication channels and knowing when to use them effectively
• Dealing with difficult customers and using your people skills to turn a situation around
• Resolving complex customer service issues - negotiating with clients
• Measuring Customer Service, evaluating and making improvements

This course is highly participative. It is built on the experiences of delegates' real life customer service scenarios.

We can either deliver the course over a full day or we can split the day into two focused mini training sessions of three-hours in the morning and afternoon to help you gain maximium value, keeping your business covered and addressing staff availability issues.

Comments from some of our clients:

An interesting and useful course I would recommend

Reallly happy with the course makes you realise just how valuable customers are to the business

A very enjoyable and informative session - good for team building in the company as all departments took part

It was good to discuss actual instances with colleagues - helped to relate what we were learning

I liked the psychology behind what the trainer was saying

Felt the balance was right - informative and enjoyable

Well presented, clear slides and useful handouts

The course was made far more interesting because we discussed issues rather than looked at slides for three hours - surprising, the time passed by quite quickly!

I found the trainer put the content across very well - time went very quickly and held my attention throughout#

Extremely useful gave me much to consider when dealing with complaints

A very well presented, concise and professional delivered course

Information given easily and conversationally - felt we were participating fully and responded to

I have found it all very helpful - thank you

Relaxed atmosphere with plenty of positive ideas to action

The training was very insightful and has helped a great deal

The in-company training day was delivered in a clear and methodical approach with a focus on making it relevant. Trainer understood us and our product and environment to ensure that it tackled our problems and situations.