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Customer Service Skills

Programme Overview

Superior customer service skills are fast becoming one of the major differentiators for organisations in how they can add value to their products or services. This one day programme will provide you with the essential skills to carry out professional customer service skills.

Course Objectives

  • Know how first impressions are formed and what you can do to improve them
  • Clarify what people expect as a basic right when they are customers
  • Define the nature of complaints and learn how to become skilled at managing them
  • Learn how to deal with difficult people over the telephone and face to face

Primary Competencies Developed:

  • Assertiveness
  • Managing conflict
  • Customer service skills
  • Course Content

Customer’s rights and standards

  • What do you expect when you are a customer
  • How do you feel when you’re expectations are not met
  • How your organisation rates as a service provider

The tip of the iceberg

  • Looking at customer perceptions and the part you play in forming that perception

Building good communication skills

  • Developing more skills in how you question the customer to gain the necessary information
  • How to use effective listening skills to build rapport
  • Building longer term relationships with the customer

Tips and techniques for handling telephone enquiries

  • Clarifying best practice, do’s
  • Projecting a positive image of the organisation

Dealing with difficult customers

  • How to be assertive but still remain courteous
  • Understand how to diffuse angry customers
  • How to make complaints a productive process for your organisation

Action planning

  • What will I commit to do more of/less of to improve my level of customer service when I return to work?

This course is available on our open programme, click to see our course calendar

The course is also available exclusively for your organisation and can be tailored to your exact needs. Please contact us to get more information or call 01656 644300 to speak with one of our advisors.