Customer Service Skills

Doctrina Training & Consultancy Ltd

Short course

In Belfast City

£ 275 VAT exempt

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Description

  • Type

    Short course

  • Level

    Beginner

  • Location

    Belfast city (Northern Ireland)

  • Duration

    1 Day

  • Start date

    Different dates available

Good customer service is of vital importance for all businesses, large or small. It is more important now than ever to retain loyal customers and encourage rapport with existing and new customers. This course is designed to raise awareness of the Customer Service standards required in an organisation.

Facilities

Location

Start date

Belfast City (County Antrim)
See map
Fisherwick Place, Great Victoria Street, BT1 6DY

Start date

Different dates availableEnrolment now open
Different dates availableEnrolment now open
Different dates availableEnrolment now open

About this course

By the end of the course participants will:

Understand the mind-set, knowledge and skills necessary to deliver a professional service
Know how to use their interpersonal skills to build positive working relationships with internal and external customers
Deal with difficult situations and customers with tact and professionalism

This course is ideal for anyone who deals directly with a business’ or organisation’s customers and who comes into direct contact with customers, both face-to-face and on the phone.


Certificate of Attendance

We will send you an email with booking details. Once booking form is received back, confirmation details and an invoice will be sent prior to the course date

Questions & Answers

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Subjects

  • Customer Service Skills
  • Customer Care
  • Body Language
  • Customer Service
  • Organisation
  • Language
  • Tone
  • Customer
  • Attitude cycle
  • Working relationships
  • Customer Care Cycle
  • Expressive skills

Teachers and trainers (1)

Unconfirmed Unconfirmed

Unconfirmed Unconfirmed

Unconfirmed

Doctrina's Training & Consultancy Ltd scope of trainers all have extensive knowledge and experience of delivering Customer Care training to the private and public sector as well as the voluntary sector.

Course programme

Putting Customer care in context

  • What is customer care? (material and personal service)
  • Why is it important to an organisation
  • Understanding what customers want

Developing a positive customer service mindset

  • The language we use
  • The tone we set
  • How our body language can help or hinder
  • Scale of difficult behaviour
  • The Attitude cycle (how our behaviour influences others’ responses to us)

Using interpersonal skills to develop working relationships

  • Customer Care Cycle (listening, clarifying, responding, act)
  • Identifying customers’ needs – informed questioning
  • Understand our responses to difficult situations– passive, aggressive, assertive
  • How to build rapport
  • Using receptive and expressive skills

Dealing with difficult situations

  • Strategies for dealing with difficult customers
  • Practice sessions using case-studies

Additional information

Group Discounts are available, we can also provide this course onsite.

See related categories

Customer Service Skills

£ 275 VAT exempt

The best Customer Management courses

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