Exceptional Customer Service

Customer Service Course

Customer Service Courses take place at our London & Birmingham training centres, and are suitable for training individuals or small groups.

Customer Service Course Overview

Delight your customers, exceed their expectations and set your organisation apart from the competition. Understanding the needs and expectations of your customers is an essential starting point for establishing a successful strategy to consistently deliver exceptional customer service. Exceptional customer service improves customer relationships and can lead to repeat business. Handling difficult situations in a professional and positive manner will increase customer satisfaction and improve customer retention.

Course Topics

Customer Service Skills

• Building rapport, Matching & Mirroring skills
• How to exceed your customers expectations
• Providing alternatives
• Establishing the needs of customers
• Gaining feedback from customers
• Giving reassurance, support and advice
• Gaining the respect and trust of customers
• Maintaining a positive attitude
• Understanding your customers values
• Maintaining consistency
• Managing expectations
• Follow-ups

Handling Difficult Situations

• Showing genuine interest in customer issues
• Influence the 'counter reactions' of customers
• How to Say "NO" to people respectfully
• The positive power of empathy
• Are you creating challenging customers?
• Taking control and leading the situation
• Understanding why people are challenging
• Avoiding stress and keeping motivated
• How to be less of a target for negative people

Communication Skills

• Making an excellent first impression
• Active listening skills
• Effective questioning techniques
• Positive voice and tone
• Professional language and phrases
• Assertiveness Skills

Awareness

• Self awareness
• Corporate and brand awareness
• Achieving the most from scenarios
• Perceptions and Expectations
• Increased Confidence
• Negative and positive attitudes

Telephone Skills

• Developing a professional voice
• Structuring Inbound / Outbound calls
• Screening and Transferring calls
• Placing callers on hold