This one-day customer service training course will provide a depth of personal insight and enhance your ability to understand what makes excellent service. It will equip you with the skills to effectively resolve difficult situations with unhappy customers, all while remaining positive.
DurationThis one-day customer service training course will provide a depth of personal insight and enhance your ability to understand what makes excellent service. It will equip you with the skills to effectively resolve difficult situations with unhappy customers, all while remaining positive.
Course Overview
Our Mastering Customer Service one-day workshop is available both in the classroom and online through Face-to-Face Live Online Learning sessions. We have adjusted the course content slightly for online delivery — please select your preferred delivery method below to see the correct course outline.
Themes Covered
On this workshop, you will learn:
Identify the threats of perceived poor service and the opportunities of perceived excellent service
Understand what makes truly excellent customer service (internal and external) and review how your organisation is performing in specific areas
Identify how your beliefs impact on your interactions with customers
Discover the Customer Recovery Loop – avoiding the biggest mistake in customer service
Understand the positive intention behind challenging behaviour from customers
Use the LEAPS model to resolve issues for unhappy customers either face-to- face or over the phone
Recognise the opportunity provided by complaints to your organisation
Personal action plan beyond the programme
Our approach to programme delivery
Every programme is designed to ensure complete individual involvement and participation, it will stimulate your thinking and challenge you. The key focus is on practical skills and real outcomes throughout.
The content will involve an innovative and engaging blend of activities so that you can directly apply it to your current performance and your future success.
Next steps
If you need help beyond this programme fulfilling your personal action plan, then we also offer 1-to-1 Executive Coaching which can provide you with an insightful and structured space to discover and develop yourself further in order to achieve even more positive results.
Imagine a workplace where people are in control of the work they do. Imagine they have freedom, within clear guidelines, to achieve their results. Imagine they are able to have the life balance they want. Imagine they are accountable for the work they do, rather than the time they spend at their desk. Wouldn't you want to work there?
This is Happy's vision, outlined by Henry Stewart in his book The Happy Manifesto. It outlines 10 core principles to create a happy, empowered workplace
Customer Service Training course, participants will be able to improve their service skills, regardless of whether their interaction is over the phone, via the computer or face-to-face, these skills will supply you with everything you need to provide the best experience for your customer.
On this apprenticeship, you will learn how to resolve problems and provide the best service possible. You will complete the course with excellent customer service skills that many employers look for.
The main purpose of a customer service specialist is to be a ‘professional’ for direct customer support within all sectors and organisation types.
We deliver on promises, on time, within budget, every time
This qualification provides the underpinning knowledge required by employees to work in a range of customer service roles. Learners will have essential knowledge of how to carry out tasks such as managing information and supporting events.
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