Customer Service Skills

Course details

This course is ideal for anyone seeking training in customer service and customer care. The majority of delegates attending our customer services courses are in customer facing or customer support roles, who want to develop their customer service skills and behaviours.


Defining Customer Service
• What does great service look like and feel like?
• Sharing our own experiences of good and bad service
• Responsibility for customer service
• Stepping into your customers’ shoes

Handling customer enquiries
• Customer contact model and service standards
• Creating lasting first impressions
• Building and maintaining rapport
• Using positive language and tone of voice

Establishing customer needs and responding to requests
• Questioning
• Active listening – including taking notes
• Summarising
 Handling work based customer requests
• Identifying challenging customer requests
• Responding to challenging customer requests assertively

Service recovery
• Turning disappointment into delight
• Identifying the nature of customer complaints
• Responding to customer complaints
• Introducing colleagues to resolve customer service issue

Complaint handling practice
• Practise brief
• Practise sessions

Building customer relationships
• Relationship triangle – trust and loyalty
• What differentiates us from our competitors?
• Identifying ways to add value and exceed customer expectations
• Following up
  Updated on 18 September, 2019