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Customer Service Training

Training courses or on-going programmes designed around your exact requirements

Customer Service Training

Deliver excellent levels of customer service
by exceeding expectations at every opportunity

Overview

Delivering excellent levels of customer service is easier said than done.

With the help of this course however your team will be able to deliver exceptional levels of customer service at each and every opportunity ranging from dealing with enquiries and questions through to how to deal with difficult customers and complaints.

Below is some indicative content and we would tailor this based on your requirements, adding any topics or areas in that you need.

Indicative Content

Customer Service Excellence

  • Customer service – What drives you mad?
  • What does excellence look like and are we providing it?
  • Developing a customer centric approach
  • How can we delight our customers?

Communication Awareness

  • Communication styles reviewed
  • The importance of effective communication at work
  • The effects of poor communication
  • Developing a conversational style

Questioning & Listening

  • Engaging with your customers naturally
  • The importance of listening
  • Questioning and listening skills
  • Language – how to be assertive and not aggressive
  • Involving the customer – revealing pain, needs and wants
  • Summarising needs

Dealing With Complaints

  • What really is the issue?
  • Focus on facts not behaviour
  • Understanding the 4 different types of irate customers
  • Diffusing the situation
  • Looking for win-win solutions
  • Turning dissatisfaction into satisfaction
  • Overcoming the fear and nerves when talking to senior customers

Action Planning

  • Key learning points
  • What are you going to do more of, less of, start doing and stop doing?
  • Creating your own unique actions to implement following this session
CPD logo

All of our in-house, bespoke courses and programmes are CPD Certified.

After we have developed the material for your programme it will go through the CPD Certification process.

What this means is that your sales team will receive a CPD Certificate for your specific course/programme.

All of this is completed with no additional cost.

Make An Enquiry

If you've got any requirements in mind please call us on 0333 320 2883 or complete our enquiry form below and we will get back to you with some options.