This one-day Customer Service training course will help you to improve your customer service skills and provide the best possible experience for your customers.
DurationWhat’s It About?
This one-day Customer Service training course will help you to improve your customer service skills and provide the best possible experience for your customers.
The qualification covers customer service principles, including how to meet customer expectations. It also includes the importance of appropriate behaviour and communication skills and techniques and ways to deal with problem customers.
Who Should Attend?
This Highfield Level 2 Customer Service training course is ideal for those employees who work in a customer service role who wish to take their customer care to another level—similarly, anyone who deals directly with customers face-to-face, over the telephone or by e-mail.
The course is suitable for a wide variety of work environments and job roles such as:-
Receptionists
Waiters and Waitresses
Sales and Customer Service Employees
Call Centre Workers
Online Support Staff
Tradesmen.
Why’s It Important?
No matter the size or type of your business you operate, excellent customer care needs be at the heart of your business model if you wish to be successful. It is essential to provide your customers with the best possible experience when they contact anyone within your business.
Many businesses fail to realise just how important good service is for the overall health of their business. This can be a huge mistake since good service isn’t just important… it’s absolutely vital.
Everything about your company reflects upon everything else. So, if you have good customer service, people naturally assume you have good products. If you have bad service; however, people usually believe you have bad products.
What Will You Gain?
By attending this Customer Service training course, you will understand the principles of excellent service. You will also understand how customers’ needs and expectations are formed.
On returning to the workplace, you will be able to provide an exceptional level of service within your business and deal with customers’ problems and complaints successfully.
By providing a consistently high level of service, your business will benefit from increased sales, customer loyalty and an enhanced public image. Also, happy and satisfied customers create a positive working environment which means a more effective workforce.
Key Topics
Understanding the principles of customer service
How customers' needs and expectations are formed
Interpersonal skills
Appropriate behaviour
The customer journey
How to communicate with customers
How to handle customer information
How to resolve customer problems
How to deliver good customer service to challenging customers
Importance of customer feedback
The Envesca Story
Back in 1996, in a small home office in Gloucester, Envesca was born. Sue and Simon Ellis created the business to deliver first-class food hygiene training.
With a vision of championing a safe and healthy environment and determined to build a company renowned for its exceptional customer service. They set about creating a business that offered customers a positive learning environment.
In addition, they created learning that engaged, inspired, and encouraged candidates and delivered outstanding results. Today it’s these same principles that underpin everything Envesca does.
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.
Delegates will gain an appreciation that great telephone service can make your company stand out from the crowd. The course will give them an opportunity to reflect on their telephone skills in all areas of business life.
Strengthen your competitive advantage by taking a strategic, transformative view on your customer’s journey and your interactions with them. You will discover how to maintain positive customer relationships whilst gaining a greater understanding of their behaviour.
Build confidence and skills for handling telephone calls more professionally. Our comprehensive telephone training courses cover professional telephone techniques and call handling etiquette, with an emphasis on customer service.
To deliver the best face-to-face customer service you must think like a customer. Put yourself in their shoes and consider how you would feel being served by you.
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