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- Payment Terms: Enquire
- Duration / Course length: 5 Days
- Starting Date: Enquire About It
- Timings: Enquire
Course details
OverviewCustomer Service is an important part of developing and maintaining client relationships key to continuing revenue. For this reason many companies have worked hard to increase their customer satisfaction levels. It is primarily customer facing staff that will form customers' perceptions of the company as a whole. A positive interaction with a trained customer service representative can mean the difference between losing or retaining a customer. This course will equip frontline customer service staff with the skills they need to create positive experiences every time ensuring your customers come back time after time. The course provides plenty of opportunity to put learning into practice through role plays and other activities. By the end of the course delegates will have improved their communication skills and confidence in dealing effectively with a wide range of different customer types and situations including the challenging area of complaint resolution.
Objective
By the end of this interactive training programme, you will be able to:
- Understand the basics of customer service
- Communicate effectively with existing and prospective customers
- Create a positive customer experience
- Improve and maintain high standards of Customer Service
- Deliver effective and efficient customer service
- Identify and resolve customer complaints
Who Should Attend
- CustomerService Assistants
- CustomerService Executives
- CustomerService Officers
- Retail assistants/executives
- Tele Sales Executives
- Tele Marketing professionals
- Contact Centre agents
Module 1 - Overview of Customer Service
- What is customer service?
- Customer expectations
- What does great service look like?
- Why is quality important in terms of customer service?
- The cost of poor customer service
- The outcomes of great customer service
- Evolution of customer trends and customer service
- Creating a positive first impressions
- PEAK performance
- Personal appearance environment attitude knowledge
- Acknowledgement and greeting
- Courtesy and respect
- Words matter
- It's not just what you say but how you say it
- tone of voice
- Non-verbal communication
- body language appearance and actions
- Questioning skills
- Listening skills
- Different types of customers
- Connecting and engaging with the customer
- Identifying customer needs
- Commitment and ownership
- Product knowledge and personalisation
- Showing customers they are valued
- Maintaining and improving existing client relationships
- How is the telephone different to face-to-face interactions?
- 5 stages of telephone calls (Open establish explore agree close)
- Telephone etiquette
- greetings tone of voice personalisation avoiding interruptions avoiding dead air hold/mute/transfer procedures summarising
- What is an objection?
- Common reasons for objections
- Is the objection real or based on some other factor?
- Finding solutions
- Objection Handling Techniques
- Why do customers complain?
- Determining the reasons for complaints
- Difference between sympathy and empathy and how is empathy important in handling difficult and upset customers
- Owning the customer complaints and providing assurance
- Providing FCR
- First Call Resolution and following up
Job roles this course is suitable for:
Customer Service Assistants , Customer Service Executives , assistants/executives , Tele Sales Executives , Tele Marketing professionalsAbout London Training For Excellence
Empowering Professionals for Over a Decade
London Training for Excellence is a leading provider of professional development programmes, established in 2013. For over eleven years, we have been committed to equipping individuals and organisations with the skills and knowledge they need to excel in today's ever-evolving business landscape.
A Breadth of Expertise
We offer a comprehensive range of training solutions across a diverse set of industries, including:
- Artificial Intelligence (AI): Stay ahead of the curve with cutting-edge training on AI applications, machine learning and data analysis.
- Contact Management: Learn best practices for building and nurturing relationships, managing communication workflows and leveraging technology to optimise your outreach efforts.
- Engineering: Enhance your technical expertise and stay current with the latest advancements in various engineering fields.
- Finance and Legal: Gain a deep understanding of financial concepts, legal frameworks and compliance requirements.
- Human Resources: Navigate the complexities of HR practices, from recruitment and onboarding to employee relations and performance management.
- Leadership and Management: Develop your leadership skills, communication techniques and team-building strategies.
- Logistics: Optimise your supply chain operations and ensure efficient delivery of goods and services.
- Marketing and Sales: Develop effective marketing strategies, hone your sales skills and drive business growth.
- Oil and Gas: Gain specialised knowledge and skills relevant to the oil and gas industry.
- Project Management: Master the art of project planning, execution and delivery to ensure successful project outcomes.
Our Approach
At London Training for Excellence, we believe in delivering high-quality, interactive training programmes that cater to diverse learning styles. Our experienced instructors are industry experts who combine theoretical knowledge with practical application.
Flexible Learning Solutions
We understand that busy professionals require flexible learning options. We offer a variety of delivery methods to suit your needs, including:
- In-person training: provides more significant face-to-face interaction. In a classroom setting, attendees can connect in real-time. In-person training also offers more opportunities for group activities and interactive projects.
- Online Courses: Our comprehensive online courses allow you to learn comfortably in your working environment.
- In-Company Training: Tailor training programmes specifically for your organisation's needs and deliver them on-site for maximum impact and employee convenience.
Investing in Your Success
By investing in training and development with London Training for Excellence, you will gain the knowledge and skills necessary to achieve your professional goals and contribute to the success of your organisation.
Contact Us Today
Let London Training for Excellence help you unlock your full potential and drive positive organisational change. Contact us today to discuss your training needs and explore how we can empower your workforce for the future.
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