Customer Service Skills

Title: Excellent Customer Service Skills Duration: 1 Day Delegate No: Min: 4 Max: 12 Target Audience: • For individuals who are responsible for remaining professional and providing excellent customer service whilst dealing with difficult behaviour from members of the public Course Objectives: • To provide participants with the skills and knowledge to effectively deliver excellent customer service and handle difficult behaviour whilst dealing with external customers. Programme Topics: • The Importance of providing excellent customer service • Learning from personal experiences of good and bad service • What does excellent customer service look like • Empathy - Putting yourself in the customers’ shoes • Questioning and listening skills • Types and causes of difficult behaviour • How to deal with difficult behaviour • Techniques for dealing with anger and aggression • Remaining assertive when under pressure • Not taking it personally • Skills practice – using a 6-step approach to deal with difficult behaviour • Going the extra mile for your customer • Production of individual action plan Methods: • Trainer presentation and input • Group discussion • Individual and small group exercises • Skills Practice • Questionnaires • Workbook

Customer Service Skills
Course Synopsis
Learn effective customer service skills in this interactive in-company training course aimed at improving important interpersonal skills necessary to provide good customer service.
Target Audience
This course provides in-house training for individuals who are responsible for providing better customer service.
Course Objectives
To provide participants with the skills and knowledge necessary to deliver effective customer service to internal and external customers.
Programme Topics

• My customer = my responsibility
• What every day customer service excellence looks like in your organisation
• How your organisation can achieve every day excellence, tomorrow, next week and next month
• Exploration of good customer service (product, material & personal)
• Recognise how you can personally achieve excellence, tomorrow, next week, next month
• Production of individual action plan

Methods

• Trainer presentation and input
• Group discussion
• Questionnaires
• Individual and small group exercises
• Workbook