Customer Service Training Course

About the course

The aim of the course is to provide the delegates with the knowledge, skills and attitudes necessary to provide excellent standards of service.

It covers the three core types of communication along with the main elements of Customer Service, which are necessary to ensure that the objectives of both the customer and the organisation are met.

The course also covers the difference between face to face communication and telephone communication.

The course is interactive, fun, and full of ideas, that can be used in the workplace to enhance performance.

Objectives

By the end of the course delegates will be able to:

• Handle telephone calls professionally and effectively.
• Understand the key principles of the telephone as a communication tool.
• Use a proven method for achieving quality Customer Service.
• Establish the clients needs quickly and effectively.
• Handle conflict and complaints successfully.
• Resolve problems by questioning and listening.
• Communicate clearly and effectively.
• Understand the three core areas of communication.
• Know the pitfalls to avoid.
• Demonstrate empathy.
• Calm the customer and keep focus.
• Understand the three basic types of human behaviour.
• Solve customer problems with a proven method.
• Dealing with difficult situations.

Key Areas

• Customer service transaction model
• Building rapport with customers
• Communication Skills
• Dealing with difficult situations
• Perception
• First impressions
• Creating a professional image
• Resolving customer complaints
• Power of behaviour

The trainers business and training experience

As author of call center best practices this trainer has immense experience in customer service and achieving customer service excellence. The trainer has over 20 years of customer service experience.

For the past 8 years he has spent his time teaching staff from all levels the requisite skills to customer service. He is also qualified as a Master Trainer and is a FAS registered management trainer

Training approach

The course is designed to be practical, relevant and participative with the emphasis focused on improving Skills, Knowledge and Motivation in a safe relaxed atmosphere.

All of our training courses are highly participative, our feedback is second to none and our trainers are all fully qualified with immense practical experience in the chosen topic

Training methods

We are full members of the training competency network and therefore all of our training methods are based on best practice for the most appropriate transfer of knowledge and learning

• Trainer presentation
• Training exercises
• Syndicate workshop
• Skill practice/Role play
• Group Discussion

To find out availability for our Customer Service skills training open course or should you have any questions please get in touch