Customer Service Management

Course schedule

Classroom Training:
DateVenueDurationPrice
7 - 11 Oct 2024London5 days£4,250

Please note: prices shown above are exclusive of VAT (20%).

Course Overview

Understand the essentials of delivering outstanding customer service, focusing on customer needs, service standards, and techniques for dealing with a range of customer interactions.

Who Should Attend

This course has been designed for those who understand the importance of improving their customer service in the long term and is suited to those who deal with managing customer service or customer relationships; customer service professionals, service agents, front-line workers, managers, supervisors and business professionals who interact with customers and wish to improve both their skills and organisational success

Course Outcomes

  • Generate ideas to make improvements to the way they work with and respond to their customers
  • Meet the ever-increasing needs of their customers
  • Make a good first impression, develop and maintain ongoing relationships based on trust and high quality communication
  • Identify and solve problems related to customer satisfaction and the performance of customer service providers regarding their key performance areas
  • Manage “difficult” customers more effectively and confidently
  • Be more customer focused in their work
  • Apply teamwork in customer care
  • Improve handling of customers by frontline customer service providers

Course Topics

An Introduction to Customer Service

  • The core principles of customer service excellence
  • Understanding of the different types of customer and the value of customers and their loyalty
  • The costs and impacts of poor customer service
  • How measuring customer relationships can enable greater business success
  • Understanding unpleasant experiences

 

Essential Customer Service Communication Skills

  • The language and communication skills for successful interactions
  • The message drop-out
  • The three elements of effective communication
  • Building rapport with verbal communication
  • Adapt your behaviour to meet customers’ needs or expectations

 

Dealing with stress and calming upset customers

  • Understanding what makes customers upset
  • Contrast successful and difficult customer relationships
  • Strategies for calming upset customers; face-to face over the telephone via email
  • Understanding the stress of customer services roles
  • Managing or eliminating stress

 

Maintaining a positive and customer-friendly attitude

  • The individual in customer service activities
  • 10 Tools to help you manage your time in customer services
  • Maintaining a ‘can do’ approach
  • Techniques for asking questions
  • Strategies for adding genuine value

 

Development of a toolkit to build stronger and long lasting customer relationships

  • Why the telephone is so important to customer service
  • Recognising the customer’s preference and adapting accordingly
  • Mastering the telephone
  • Understanding the signals you send out to customers
  • Identify and negotiate the best deal/outcome possible

 

Enquire About an Online Course

Please fill out all the fields below so we can provide the best support we can.

Your Details

Enquire About an In-House Course

Please fill out all the fields below so we can provide the best support we can.

Your Details

Register below for this course

Please ensure all fields are filled out.

Enquire About our Course

Please fill out all the fields below so we can provide the best support we can.

Your Details

Course Download

Please fill out all the fields below to download this course brochure.

Your Details
× Available on SundayMondayTuesdayWednesdayThursdayFridaySaturday