An Introduction to Customer Service

Customer Service

In today’s competitive marketplace, customer service can be the make or break of a business or organisation. Delivering careful and considerate customer service is increasingly important to differentiate you from your competitors and to ensure clients keep coming back for more.

Aims of the course

This course will equip participants from all walks of business-life with the essential skills required to deliver superior customer service. As well as helping to identify the key components of customer service, participants will also be  able to apply learning to their current roles.  This popular course provides a good balance between theory and practice.

 

Reference Nr.:
CSICS
Experience Level:
Standard
Group:
Main Group

 

Who will benefit from attending?

As a learner centred course, rather than role specific course, this training can be attended by individuals from any type of organisation and from any sort of role.  

Participants will learn to:

  • Appreciate the role and impact that customer service has on company reputation
  • Create service that goes beyond 'satisfactory'
  • Understand techniques for managing difficult and demanding customers
  • Identify key stages at which customer service is needed and the different forms it should take
  • Manage complaints effectively and positively
  • Use the 3 principles of exceptional customer service


Key topics covered:

  • Key themes in customer service research
  • Exceptional customer service - what is it and what isn’t it? 
  • What happens if things goes wrong?
  • Rapport building
  • First (and last) impressions count
  • Superior service questionnaire – how good are you?
  • In your customer’s shoes – what does the customer expect?
  • Role of emailing in customer services
  • Using assertiveness to respond to difficult situations – saying no; disagreeing and negotiation
  • Nature of anger and case study in dealing with angry people
  • Action planning


What's included?

The majority of our courses are customised and delivered in house.  Our standard fee for customised course delivery over the duration of a day is £950.00, which includes diagnostics, course customisation to ensure the course meets the specific needs of your organisation, materials and delivery to groups of up to 15 people.  This equates to a training investment of £65.00 per head. Certificates are issued upon completion of the training for all participants.