Customer Service

This course is designed for anyone who has contact with customers.

It will explore what it means to deliver excellent customer service and exceed customer expectations. We will consider the importance of first impressions and how to develop rapport with customers by using empathy to help meet their requirements.

We will develop the core skills required to deliver excellent customer service, we will also consider the challenges when dealing with customers and how we can remain objective when confronted by an angry customer.

During the course we will discuss some of the core skills required, in particular, we will consider how you can grow and develop your confidence and how assertive behaviour can be helpful when dealing with difficult situations.

We will discuss the challenges of home working, of being on your own and not having the support of the team next to you when dealing with different customer behaviours.

We will also explore methods for controlling the conversation by asking powerful questions and actively listening to the customer.

Finally, we will look at how we can separate the emotions from the facts when having difficult conversations with customers.

Course Content:

Core skills for delivering excellent customer service and to exceed customer requirements

Creating the right first impression

• Verbal and non-verbal behaviours
• Developing rapport
• Empathy

The importance of the telephone

• Benefits/ pitfalls
• Common frustrations
• Three steps for receiving incoming calls - 1. The verbal handshake, 2. Getting the message, 3. Offering help

Controlling the conversation

• Powerful questions
• Active listening
• Signposting
• Summarising

Managing Customer Expectations

• Managing the gap between what customers want and what you can deliver
• Keeping promises

Developing your Skill Set

• How to develop your confidence and how assertive behaviour can be helpful when dealing with difficult situations
• The challenges of home working, of being on your own and not having the support of the team next to you when dealing with different customer behaviours

Dealing with real-life situations

• Separating the emotions from the facts
• Having the conversation
• Dealing with difficult and angry customers