Customer service is the act of taking care of the customer’s needs by providing and delivering professional, helpful, high quality service and assistance before, during and after the requirements have been met.
The course will develop your skills to win new customers, increase loyalty to grow your business and develop/enhance your reputation.
Developing your ability to understand your customer needs and find ways of meeting these needs aligned to your business requirements.
The course will also help you manage challenging situations with customers finding solutions and achieving an acceptable/positive solution.
Our ability to manage these situations will often add value to the relationships and increase loyalty leaving customers with a feel good factor.
What will I develop?
By the end of the workshop you will develop an understanding of:
the key principles of excellent customer service
how to identify the customer needs and wants and balance these with business needs
how to adapt and change your approach to tailor the communication to achieve a positive outcome
the steps to manage the most challenging communication and achieve a positive outcome
the five step process to deliver excellent customer service
What will it cover?
The barriers to effective customer service
Personal experience of effective and non effective customer service
The key behaviours/skills required to deliver excellent customer service
The five-step process to excellent customer service using the PRICE steps
Inspire – Effective questions and active listening skills
Control – Managing the call/engagement
End- Close the engagement
The ABCD of Trust explored
The communication process – climbing into the customer's shoes
The meaning and power of the words we use
Perceptions v Reality – What is really happening in the relationship
Appreciate positions – Outcome v Relationship
Challenging communications- how to manage these and find resolutions
This course is suitable for
any individual who wishes to develop, improve, enhance and re cap on customer service skills to achieve positive outcomes.
Any individual who is new to a customer service role and wants to deliver excellent service.
Locations we deliver to:
Marble Arch - Edgware Road
86 Edgware Rd
Hawk Training - Twickenham
70 London Road
Why not bring the training in-house?
We offer in-house training to cohorts. Contact us to find out more!
Get in Touch
Get an answer from our expert Course and Careers Advisors by contacting us.