How can we help?
Whether you're looking for expert ITSM consulting, cutting-edge technology solutions, award-winning training courses, or hands-on IT support, explore our website and use the search box to easily find the resources, insights, and services you need.
Customer Service Training
This Customer Service training, delivered over two days, is a relatively radical approach to the topic. It seeks to create a climate where participants recognise the value of customer service, and will want to give the utmost in customer care, rather than follow a prescriptive or formulaic approach.
The course aims to provide members of the team with the skills, knowledge and, perhaps above all, the attitudes that will contribute substantially to their providing such care to their internal and external customers.
This training can be delivered both face to face and virtually. Virtual sessions can be delivered as full days or half day sessions in order to fit with business needs.
The key word here is interactive.
Whilst our trainer will provide theory and guidance, the emphasis will be on group and individual exercises, brainstorming activities, skills practice, and discussion. Delegates will be encouraged to draw on their own experiences with the guidance of our trainer. This, blended with the course leader’s lively and enthusiastic style, will make for particularly powerful learning environment.
Learning Objectives
Participants will:
- Take away a deeper understanding of the value of good customer care and how it fits into the “bigger picture”
- See things much more from the customers’ perspective and appreciate how that will lead to greater success and improved relationships
- Have the skills and confidence to deal with others in the most professional and efficient manner
- Possess the interpersonal skills to be able to handle customer enquiries and queries to everyone’s satisfaction
- Minimise the incidence of customer complaints
- Gain the confidence to deal with any “difficult” customers and develop the ability to turn such situations to the positive
- Ensure a consistent approach throughout the business
- Take away practical tools and strategies to employ alongside a shift in perspective and attitude
Learning Objectives
Participants will:
- Take away a deeper understanding of the value of good customer care and how it fits into the “bigger picture”
- See things much more from the customers’ perspective and appreciate how that will lead to greater success and improved relationships
- Have the skills and confidence to deal with others in the most professional and efficient manner
- Possess the interpersonal skills to be able to handle customer enquiries and queries to everyone’s satisfaction
- Minimise the incidence of customer complaints
- Gain the confidence to deal with any “difficult” customers and develop the ability to turn such situations to the positive
- Ensure a consistent approach throughout the business
- Take away practical tools and strategies to employ alongside a shift in perspective and attitude
Pre-training
Our trainer will collaborate with your organisation’s training coordinators prior to the commencement of the training programme to obtain a clear view of the learning objectives. Once the requirements have been shared and agreed, our trainer will tailor the programme to ensure the learning objectives relative to your organisation’s strategic goals are covered within the training.
Day one
- Setting the Scene
- The Foundations
- “Walking the Talk” – The Interpersonal Skills
- Natural Authority
Day two
- Managing the Customer
- “From a Scream to a Thank You”
- “Doing it!” – skills demo and practice
- Keeping Things Alive
There are no mandatory prerequisites.
-
Overview
Learning Objectives
Participants will:
- Take away a deeper understanding of the value of good customer care and how it fits into the “bigger picture”
- See things much more from the customers’ perspective and appreciate how that will lead to greater success and improved relationships
- Have the skills and confidence to deal with others in the most professional and efficient manner
- Possess the interpersonal skills to be able to handle customer enquiries and queries to everyone’s satisfaction
- Minimise the incidence of customer complaints
- Gain the confidence to deal with any “difficult” customers and develop the ability to turn such situations to the positive
- Ensure a consistent approach throughout the business
- Take away practical tools and strategies to employ alongside a shift in perspective and attitude
-
Learning outcomes
Learning Objectives
Participants will:
- Take away a deeper understanding of the value of good customer care and how it fits into the “bigger picture”
- See things much more from the customers’ perspective and appreciate how that will lead to greater success and improved relationships
- Have the skills and confidence to deal with others in the most professional and efficient manner
- Possess the interpersonal skills to be able to handle customer enquiries and queries to everyone’s satisfaction
- Minimise the incidence of customer complaints
- Gain the confidence to deal with any “difficult” customers and develop the ability to turn such situations to the positive
- Ensure a consistent approach throughout the business
- Take away practical tools and strategies to employ alongside a shift in perspective and attitude
-
Course outlines
Pre-training
Our trainer will collaborate with your organisation’s training coordinators prior to the commencement of the training programme to obtain a clear view of the learning objectives. Once the requirements have been shared and agreed, our trainer will tailor the programme to ensure the learning objectives relative to your organisation’s strategic goals are covered within the training.
Day one
- Setting the Scene
- The Foundations
- “Walking the Talk” – The Interpersonal Skills
- Natural Authority
Day two
- Managing the Customer
- “From a Scream to a Thank You”
- “Doing it!” – skills demo and practice
- Keeping Things Alive
-
Prequisites
There are no mandatory prerequisites.