Customer Service Training - 1 day

During this interactive, linked and practical customer service course, you learn about:

• 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 – including non verbal communication
• 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
• Face to Face customer handling
• Email/Web Chat – choose your words carefully!
• 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