Customer Service

Newleaf Associates

Short course

In Edinburgh

£ 275 + VAT

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Description

  • Type

    Short course

  • Level

    Intermediate

  • Location

    Edinburgh (Scotland)

  • Duration

    1 Day

  • Start date

    03/06/2024

To explain the main elements of professional customer service. To identify the needs and expectations of internal and external customers. To identify ways of improving the quality of the customer experience. To understand your personal impact on customers and how attitudes make the difference. To use a range of strategies for communicating effectively with customers. To adapt your behaviour and deal positively with difficult customer interactions. Suitable for: Anyone who works in a front line customer service position and who would like to improve their skills, confidence and overall success in carrying out their role.

Important information

Documents

  • Customer Service
  • CourseOverviewCustomerServiceForPDF (1).pdf

Facilities

Location

Start date

Edinburgh (Midlothian/Edinburghshire)
See map

Start date

03 Jun 2024Enrolment now open

About this course

Anyone in a customer service role in any sector will benefit from this course.

There are no formal entry requirements for undertaking this course.

Course attendance certificate on request.

For in-house courses we create customer scenarios relevant to your business, for discussion and skills development..

Please email or call the provider.

Yes public courses are scheduled several times per year at an Edinburgh city centre venue.

We are happy to deliver in-house courses throughout Scotland and in N Ireland.

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Reviews

Subjects

  • Customer Service
  • Customer Care
  • Customer Service Skills
  • Complaint Handling
  • Dealing with difficult customers
  • Behaviour styles
  • Selling skills
  • Building Rapport
  • Problem Solving
  • Continuous Improvement

Teachers and trainers (1)

Margaret Johnston

Margaret Johnston

Training Consultant

Highly experienced Trainer, Facilitator & Coach with a background of some 25 years in various roles within public, private and Further Education sectors. Chartered Member of the Chartered Institute of Personnel & Development (CIPD); Fellow of the Institute of Training & Occupational Learning (ITOL); Post-graduate Teaching Qualification (Further Education); Associate Member of the International NLP Trainers Association. Ability to work in partnership with clients and willing to 'go the extra mile'. Friendly learner-centred training style ensuring full participation and transfer of learning.

Course programme

Establishing and maintaining high levels of customer service is a challenge for organisations in all sectors. It is widely agreed that this can only be achieved through the skills and commitment of staff. This course aims to build your skills and confidence when dealing with customers, internal and external, and to help you gain greater satisfaction from doing so. It will also allow you to consider ways of enhancing customer focus and improving the quality of customer service.

Additional information

Comments: Content for in-house courses can be tailored to suit the type of organisation e.g. private or public sector - and the relevant customer issues. 
Career opportunities: Working in any environment where providing direct customer service is a significant part of the role.
Credits/Points: Not applicable
Students per class: 10 max.
Contact person: Margaret Johnston

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