Customer Service Skills
This programme focuses on communication skills and understanding different communication styles. Developing excellent customer service skills is of utmost importance to the overall image and success of your organisation. It can lead to repeat business and recommendations.
Who will benefit: Customer-facing staff and all front-line managers
Duration: One-day programme
No. of delegates: Up to 10 delegates
Optional value-add services
- Pre and post training evaluation through call recording, mystery shopping or surveys
- Pre-programme interviews with key personnel for tailoring purposes
- Phone coaching
- Training Needs Analysis prior to design and delivery to establish exact requirements for maximum programme value
Programme content
- What is great customer service?
- Understanding different communication styles and how to deal with them
- Language – the words we should and shouldn’t use
- Working with your customer service standards
- Building rapport – face to face and on the phone
- The importance of regular customer contact
- Listening and questioning skills
- Handling awkward situations
- Role-play scenarios (tailored)
Customer service skills Benefits
Delegates will be able to:
- understand their own communication style
- adapt to their customers’ communication styles
- understand and effectively communicate the company customer service skills standards
- use more positive language even in difficult situations
- deliver great customer service skills that adds value to the company and the customer
Contact us by email or by phone +44 (0)1491 411544 to discuss how we can work with you!
