Customer Service

During this interactive, linked and practical customer service course, the delegates will cover:

• Projecting the right first impression - the 3 second rule
• Positive steps to excellent customer service - what can you do differently
• Moments of truth in customer service - case studies on poor and exceptional customer service
• The importance of communication in customer service and how to improve your communication skills
• Handling complaints, anger and difficult customers professionally
• Active listening and questioning techniques
• Talking to customers over the telephone - telephone etiquette - the do’s and don’ts, effective call handling
• Building rapport with your customers
• Making the most of your voice, understanding tone
• How to use body language
• Barriers to communicating effectively - be assertive not aggressive
• Making a difference to your customers - manage expectations
• Identifying your customers and their expectations from your organisation
• Working in as part of a team to improve the customer experience

At the end of the customer care course the delegates will have the underpinning knowledge and skills to fully understand how to:

• Successfully communicate with your customers
• Create a lasting impression, ensuring your customers come back to you first
• Understand the value of customers to your organisation
• Deliver exceptional customer care
• Handle difficult customer situations
• Do what they say they are going to do, to keep customers satisfied