Customer Service Skills
Short course
Inhouse
Description
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Type
Short course
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Methodology
Inhouse
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Duration
1 Day
Discover why customer service is so important, how to communicate effectively with customers and colleagues, how to be clear in your communications with others, how to handle challenging conversations, respond effectively to customer complaints and solve customer service issues on this customer service skills training course.
Reviews
Teachers and trainers (2)
Helen Hinds
Facilitator
Helen Hinds delivers training and coaching to business leaders, public sector departments heads and key management personnel. Helen is an accredited Myers Briggs Practitioner and an accredited Margerison-McCann Team Management Practitioner. Helen is a Chartered member of the CIPD.
Mark Williams
Facilitator
Mark is recognised as one of the leading management trainers within both the UK and worldwide demonstrated by his impressive list of clients. Mark Williams regularly writes and delivers management skills improvement and management development programmes. Having created, delivered and coached leaders in b2b, b2c, and public sector environments, Mark is highly experienced and responsive to client needs.
Course programme
Customer Service Skills Course Structure
The Customer Service training course is structured so delegates receive a strong element of practical activities and exercises to reinforce the theoretical content.
Delegates will receive an action biased course content that will equip them with the fundamental knowledge and application of Customer Service Skills.
Customer Service Skills Course Overview
Why Customer Service Is No.1 To Your Customers
- Your Favourite Suppliers
Activity: Examples of good and bad customer service
Communicating Effectively
- How Communication Works
- Recognising barriers to successful communication
- Building rapport with ease
- Body Language - how it can help you influence people
- Listening - a key part of persuasion
- Questioning - identify others' objectives
- The Communication Cycle or 'I know what I meant to say!'
- Directing Customer Conversations
Activities: Various listening, communication activities, role-plays
Challenging Conversations
- Types of Challenging Conversations
- How To Respond To Challenging Conversations
- Customer Complaints
- Handling Irate Customers
- Unable to solve a problem
- Requested team member unavailable
Activities: Various role-plays dealing with challenging conversations
Written Communication
- How To Approach E-mails
- Reducing the 'Fog' in Written Communication
- Rules For Handling Written Complaints
- How To Convert Complex Into Simple Words
Problem Solving
- Using Employee Teams To Solve Service Issues
Activities: Fishbone group exercise on a 'real world' service problem
Personal Action Plan
Develop your very own individualized action plan
Unique Benefits To Customer Service Skills Delegates
Unique "Risk-Reverse" Money Back Guarantee plus
60 Days Support Package with Expert Tutors
Additional information
Students per class: 12
Customer Service Skills