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Customer Service Training

E-Learning: Klassikaal | Duration: 2 days | £0

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.

Available courses
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