Customer Service Skills Training Course

The primary aims of this one day instructor led course are to refine the communications skills and revitalise the attitudes that transmit real Customer Care and to assist delegates to interact on the telephone with customers in a productive and positive manner.  

The first contact is a vital moment to establish credibility and it is important that a positive lasting impression is made every time. This course will ensure delegates display the professional, polished image the organisation wishes to project, whether in a face to face setting or on the telephone.

Course Outline:

• Why Customer Care
  • Survival in today’s competitive market
  • Customer levels of expectation
  • The increasing importance of the “Human Factor”
  • Customer profile – common denominators
  • How attitudes change
  • Different behaviours and personality types
• The Customer Journey
  • Making the first impression really count
  • Maintaining the highest level of professionalism
  • Best Customer Practice standards of excellence
  • Codes of Behaviour
• Strategies for handling the more demanding customer
• The Power of Communication
  • Telephone and reception basics
  • Word power, Tone and Attitude
  • Techniques for building rapport
  • Transmitting and recognising Body Language
  • Telephone best practice standards
  • Active listening skills
• Turning Problems into Opportunities
  • Putting things right when they go wrong
  • Solving customer problems
  • Handling complaints
  • Pooling knowledge to improve efficiency
• Making a commitment to getting it right
  • Maintaining a positive attitude and high energy
  • Individual and team accountability
  • Looking to the future