Customer Service

Course details

What does good customer service look like? There are some key fundamentals that ensure good customer service is being provided and they are important for every business.

The aim of our Customer Service Skills course is to teach participants how to learn about the customer, learn the customer needs and to manage customer expectations. Additionally the course will help to provide excellent service which in turn will become a key competitive differentiator in satisfying and retaining customers.

Course Topics

Some of the topics covered on our customer service course are:

• Customer Expectations

• Communicating with Customers

• Dealing with the Complaining customer

• Customer profiling – How to identify the customers style?

• Communication Skills (questioning and listening skills)

• Service Recovery- When things go wrong getting back on track

Course Outcomes

At the end of our Customer Service Course participants will be able to:

• Define best practice in customer service
• Determine customer expectations & factors influencing customer
• Identify how to engage most effectively with the customer
• Develop a service plan for customer groups, what is needed?
• Employ a strategy for handling challenging customers
• Create a personal action plan for the future

Who Should Attend?

Our customer service course is suitable for any individual working in a service environment whether face to face or online and deals with customers / clients on an on-going basis. This course is for anyone who would like to improve their customer service skills resulting in more successful engagement with their customers and also to help build a reputation of excellent customer service.