Advanced Customer Service and Communication Skills Training

dancing lion training & consultancy
4.7
3 reviews
  • The trainer was excellent, friendly, professional and managed the group well.
    ← | →
  • The content was tailored to our needs and hit the spot”
    ← | →
  • Using dancing lion training & consultancy to design and deliver our new starter induction programme for customer service and communication has saved us 6 weeks of on the job training time.
    ← | →

Course

Inhouse

£ 337 VAT inc.

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Description

  • Type

    Course

  • Methodology

    Inhouse

  • Duration

    2 Days

  • Start date

    Different dates available

Outstanding customer service over the telephone is characterized by a degree of responsiveness, attentiveness and willingness to help that that is perceived as superior in the mind of the customer. Whilst the customer may not be able to say why the service is superior in specific behavioural terms, it is experienced as real and makes them want to tell others about it and come back for more. In this stimulating and highly interactive 2 day programme, participants develop their existing interpersonal skills and knowledge to go beyond typical service delivery.

This training programme is typically delivered in English.
Translators can be provided at an additional cost. In order to ensure that there is a good balance of theory, discussion and practical work this course requires a minimum of 6 and a maximum of 12 delegates.

Smaller and larger groups may be accommodated, subject to further discussion. Please contact dancinglion for more information.

Facilities

Location

Start date

Inhouse

Start date

Different dates availableEnrolment now open

About this course


❖A team with advanced communication and customer service skills who can generate customer goodwill and loyalty at will.
❖Greater consistency in working practices across the team.
❖Higher staff job satisfaction
❖Higher customer satisfaction scores
❖Reduced complaints

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Reviews

4.7
excellent
  • The trainer was excellent, friendly, professional and managed the group well.
    ← | →
  • The content was tailored to our needs and hit the spot”
    ← | →
  • Using dancing lion training & consultancy to design and deliver our new starter induction programme for customer service and communication has saved us 6 weeks of on the job training time.
    ← | →
100%
4.5
fantastic

Course rating

Recommended

Centre rating

Call centre agent

4.0
10/05/2016
What I would highlight: The trainer was excellent, friendly, professional and managed the group well.
What could be improved: No negative aspects.
Would you recommend this course?: Yes

Customer Service Manager

5.0
10/03/2016
What I would highlight: The content was tailored to our needs and hit the spot”
What could be improved: Nothing bad.
Would you recommend this course?: Yes

L&D Manager

5.0
10/03/2016
What I would highlight: Using dancing lion training & consultancy to design and deliver our new starter induction programme for customer service and communication has saved us 6 weeks of on the job training time.
What could be improved: N/A.
Would you recommend this course?: Yes
*All reviews collected by Emagister & iAgora have been verified

Subjects

  • Telephone Skills
  • Customer Care
  • Customer Service
  • Communication Skills
  • Strategic Planning
  • Strategy Development
  • Strategic Business Management
  • Communication Training
  • Telephone answering
  • Customer Manager
  • Communication Journalism
  • Telephone management

Course programme

Programme objectivesTo assist participants to hone and expand their existing telephone communication and customer service skills so they can provide an excellent service to customers, worthy of ‘best in class’ categorisation.
This course will enable participants to:

❖discover how to elicit the customers desired channel for communication or internal representation system
❖recognise what’s important to the customer through their use of words and phrases
❖develop their ability to put yourself in the customer’s place
❖learn how to tailor their responses to the customer’s mindset and expectations
❖discover techniques to help them ‘read between the lines’ to identify what the customer is really saying.
❖develop powerful communication strategies to assist them resolve conflict
❖build rapport with customers at any time, even those with different communication styles to the agent’s own
❖practice methods for building customer satisfaction and loyalty
❖learn advanced verbal and non verbal communication tools.

See related categories

  • Strategic Planning inhouse
  • Customer Service inhouse
  • Customer Care inhouse
  • Free health social care inhouse
  • Customer Management inhouse
  • Distance learning Course
  • Dancing lion training & consultancy inhouse

Advanced Customer Service and Communication Skills Training

£ 337 VAT inc.

The best Customer Management courses

See all

See all