Customer Service Skills

Train In A Day

Short course

In Manchester

Price on request

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Description

  • Type

    Short course

  • Location

    Manchester

  • 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.

Facilities

Location

Start date

Manchester (Greater Manchester)
See map
6th Floor, 8 Exchange Quay, M5 3EJ

Start date

On request

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Reviews

Teachers and trainers (2)

Helen Hinds

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

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

See related categories

Customer Service Skills

Price on request

The best Customer Management courses

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