Who is it for?
This customer service skills course is aimed at the people in your team who deal with customers but are not necessarily a direct part of the sales team, yet whose behaviour might greatly influence customer decisions.
What does it cover?
Seeing things through the lens of a customer is a key skill and will allow your people to deliver a far better customer experience in a more enjoyable and professional environment. The course looks at communication skills and how to communicate from a client perspective, as well as how individual behaviour can shape the way people treat you and your organisation.
What will delegates be able to do differently?
- Provide a high and professional level of customer service
- Realise the impact that they have on the behaviours of others
- Understand how to communicate from a client perspective
- Be confident, happy and professional in front of customers
- Build trust and rapport on the level that they’re after
- Avoid or repair difficult situations or conflict
- Manage customer expectations.
Customer Service Skills overview
- Setting customer expectations
- How to gain respect and authority through advanced communications skills
- What a difference you make
- Examples of where customer service is more important than the product
- What the customers aren’t asking you
- Trust, respect and satisfaction
- Building rapport easily without overstepping the “professional distance”
- How to deliver bad or unwelcome news with respect and authority
- How to avoid becoming nervous
- How to handle requests outside your authority
Joining this management course
Joining this course is easy: just call us on 0800 619 1230 now or complete the form above.
Please note that any funding that’s available for this training course can be organised easily over the phone and we’ll always check an online order for funding eligibility before processing.
All our venues provide excellent refreshments, a high quality hot and cold restaurant buffet lunch and a comfortable learning environment.
All venues except London have free parking and all are close to major routes so they’re easy to get to.