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
This course is for anyone who engages with customers. This course is particularly effective for delegates that want to exceed customer expectations.
Our customer service excellence course is your key to becoming a proficient customer service champion, dedicated to delivering unparalleled experiences. In today's competitive business landscape, providing exceptional customer service is paramount to building strong customer relationships and enhan...
This apprenticeship trains you to provide excellent customer service and can be applied to hundreds of job roles across a huge range of industries. You will ensure customers are dealt with in a positive, reliable and pleasant way by offering advice, answering questions and handling complaints.
We deliver on promises, on time, within budget, every time
A one day Telephone Skills Training Course that includes the Qualities and Key Skills to help you develop and maintain customer relationships and achieve success when using the Telephone.
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