This course helps to build the Customer Service Skills to identify and meet customer needs and deliver excellent Customer Service, whether face to face or over the telephone.Develop an understanding of why customers complain and how to recover the situation when things go wrong.The only reason we are in business is to give customers what they want, when they want it. However, we do need to manage customer expectations.This one day Customer Service Training Course is run regularly at several locations including: Woking, London, Oxford, Basildon, Southampton, Swindon, Basingstoke, Birmingham, Bristol, Reading, Nottingham, Manchester and Leeds.Alternatively we can run this Customer Service Training Course in house.
Who should attend:
•Anyone working in a customer service environment providing service to either internal or external customers.•Anyone handling incoming and out bound telephone calls.
Benefits for the delegate:
•Increased confidence in providing excellent Customer Service.•Improved relationships with Customers.•Manage difficult situations with Customers without being stressed.
Benefits for the organisation:
•Achieve a competitive advantage through excellent Customer Service.•Build effective Customer Service Chains.•More motivated and capable Customer Care staff.•Increase levels of Customer Satisfaction.
Content of the Training Course:
•To define Customer Service.•To show the importance of the Customer Service Chain.•To illustrate the Qualities and Customer Service Skills required.•To show how to develop and maintain a Positive Attitude.•To demonstrate how to use the telephone effectively.•To illustrate how to use Questions.•To develop active Listening Skills.•To show how to handle Enquiries.•To illustrate how to deal with Complaints.•To demonstrate how to deal with different types of Customer.•To show how to explain unpopular Company Policy.•To illustrate how to write effective letters, memos and faxes.•To show how to treat people in your company as Customers.•To demonstrate how to maintain Customer Satisfaction.
Training Course details:
•one day duration, shorter and longer duration courses are available as in house training.•9.15 am to 5.00pm.•Includes tea, coffee and buffet lunch.•Completion Certificate.•Ring binder with a set of comprehensive training notes.•All course venues are air conditioned, comfortable rooms within quality hotels.•The price is £220 + VAT per person.•For 5 or more people an in house course will be more cost effective and can be tailored to your specific requirements.
Book this course
To book on line please follow the instructions below.Alternatively please email us and we will email you an invoice for payment.Choose the location then choose the date from the Course dates drop down menu: