Customer Service

by MJ Plumridge Claim Listing

This one-day course explores key elements of customer service and its importance to the overall customer experience and to the organisation in respect of its reputation, wider community benefit and long-term survival.

£750

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img Duration

1 Day

Course Details

This one-day course explores key elements of customer service and its importance to the overall customer experience and to the organisation in respect of its reputation, wider community benefit and long-term survival. 

Course Aims

  • Identify why customer service is so imperative to your organisation's mission
  • Establish key principles 
  • Recognise the need for a service culture
  • Differentiate between customer service and the 'customer experience'

Course Objectives

  • Establish who your customers are plus key elements of good communication
  • Consider why you should maintain personal and professional boundaries
  • Consider the implications (negative impact) of poor customer service
  • Discuss ways to manage common customer service situations 

Course Programme

  • Welcomes and housekeeping        
  • Hopes & Anxieties
  • Vision, Mission, Values, Strapline
  • Who are your customers?
  • What is Customer Service?
  • Communication with the customer
  • Building Rapport
  • Body Language & Comfort Zones 
  • Words & Language
  • Questioning Style
  • Active Listening
  • Empathy
  • Dealing with complaints / aggression
  • Personal & Professional Boundaries
  • Personal Impact
  • Scenarios

This course is suitable for

  • In-house 'face to face' training
  • In-house online training ('Live' using Zoom)

Travel & Overnight costs

  • Travel costs may apply for any booking over 80 miles charged at 45p per mile or actual costs of alternative methods of travel.  Overnight costs are based on individual hotel bookings and reasonable subsistence costs dependent on location conditions, applicable at the time.
  • Surrey Branch

    56 Eaton Court, Boxgrove Avenue, Surrey

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