Customer Service Skills Training Course
Discover why customer service is so important, how to communicate effectively with customers and colleagues, how to be clear in your communications with others, how to handle challenging conversations, respond effectively to customer complaints and solve customer service issues on this customer service skills training course.
Customer Service Skills Course Structure
The Customer Service training course is structured so delegates receive a strong element of practical activities and exercises to reinforce the theoretical content.
Delegates will receive an action biased course content that will equip them with the fundamental knowledge and application of Customer Service Skills.
Enquire about our in-house Customer Service Skills Training event
Customer Service Skills Course Overview
Why Customer Service Is No.1 To Your Customers
* Your Favourite Suppliers
Activity: Examples of good and bad customer service
Communicating Effectively
* How Communication Works
* Recognising barriers to successful communication
* Building rapport with ease
* Body Language – how it can help you influence people
* Listening – a key part of persuasion
* Questioning – identify others’ objectives
* The Communication Cycle or 'I know what I meant to say!'
* Directing Customer Conversations
Activities: Various listening, communication activities, role-plays
Challenging Conversations
- Types of Challenging Conversations
- How To Respond To Challenging Conversations
- Customer Complaints
- Handling Irate Customers
- Unable to solve a problem
- Requested team member unavailable
Activities: Various role-plays dealing with challenging conversations
Written Communication
* How To Approach E-mails
* Reducing the 'Fog' in Written Communication
* Rules For Handling Written Complaints
* How To Convert Complex Into Simple Words
Problem Solving
* Using Employee Teams To Solve Service Issues
Activities: Fishbone group exercise on a 'real world' service problem
Personal Action Plan
Develop your very own individualized action plan
Who Facilitates This Customer Service Skills Course?
Your facilitators for this training course are Mark Williams and Helen Hinds
 |
Mark is recognised as one of the leading management trainers within both the UK and worldwide demonstrated by his impressive list of clients.
Mark Williams regularly writes and delivers customer service improvement and management development programmes.
Having created, delivered and coached leaders in b2b, b2c, and public sector environments, Mark is highly experienced and responsive to client needs. |
 |
Helen Hinds delivers training and coaching to business leaders, public sector departments heads and key management personnel.
Helen is an accredited Myers Briggs Practitioner and an accredited Margerison-McCann Team Management Practitioner.
Helen is a Chartered member of the CIPD. |
Unique Benefits To Customer Service Skills Delegates
| *Once you forward your enquiry by completing your requirement below, you will receive a detailed and costed proposal. The information provided to us will remain confidential and is necessary to prepare your training enquiry. Once your request is received, we'll be in touch within 1 business day with your detailed training proposal. |
| Your Training Course Enquiry:
|
When and Where?
In-house at your premises on any available date.
Courses commence at 09:30am and close at 16:30 - 17:00.
There are a maximum of 12 delegates on any in-house Customer Service Skills course.
Customer Service Skills Course Fees
The investment for in-house training is £2000 + VAT for up to 12 learners.
For more information on how you could receive an in-house training day with our unique money-back guarantee and 60 day tutor support we would encourage you to make an enquiry or read more at our in-house training pages.
|
