Customer Service Training

Customer Service Programme

Teaches the skills to identify and meet customer needs and deliver excellent Customer Service, whether face to face or over the phone. Develop an understanding of why customers complain and how to recover the situation when things go wrong.

This training programme is run as an open course or as an in company course. The open courses are run at selected locations throughout the UK , including Guildford, London, Southampton, Reading, Woking, Swindon, Oxford, Birmingham, Manchester, Leeds and Bristol.

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 service.
• Build effective Customer Service Chains.
• More motivated and capable staff.
• Increase levels of Customer Satisfaction.

Objectives of the Programme:

• To define Customer Service.
• To show the importance of the Customer Service Chain.
• To illustrate the Qualities and Key Skills required.
• To show how to develop and maintain a Positive Attitude.
• To show how to use the telephone effectively.
• To illustrate the use of Questions.
• To develop Active Listening.
• To show how to handle Enquiries.
• To illustrate how to deal with Complaints.
• To demonstrate how to deal with different types of customers.
• To show how to treat people in your company as Customers.
• To show how to maintain Customer Satisfaction