Customer Service Training Course
Duration: 1 Day
Prices Start At £250 + VAT
- Public/Open Course
- In-House Training
- Virtual Classroom
Customer Service Training
BUSINESS SKILLS TRAINING
- Public/Open Course
- In-House Training
- Virtual Classroom
1 Day Course
Customer Service Training Course
Customer Service Training Course
1 Day Programme
If your organisation is committed to achieving excellence in customer service and ensuring that your vision for the future reflects the highest standards that the modern-day customer expects – then this course is for you and your team.
This course is an intensive one-day session explaining and examining how teams need to ‘go the extra mile’ – at all customer touch points. Delegates will learn the benefits of being able to differentiate their offerings whilst still being customer friendly and reliable.
Delegates will learn the key activities and planning required to move their service / product offerings to the highest standards, and have the opportunity to learn from real life examples of what does and doesn’t work when it comes to improving quality. It will also enable participants to how to handle awkward customers and potentially turn them into your advocates.
5 Star Reviews
CPD Accredited
Certificate of Achievement
3 Month Online Support
Course Notes & Slides
Upcoming Public Course Dates
Price – £295 + VAT
Dates:
3 October 2023
11 December 2023
Price – £295 + VAT
Dates:
31 July 2023
11 October 2023
12 January 2024
Price – £295 + VAT
Dates:
18 October 2024
18 January 2024
Price – £325 + VAT
Dates:
24 October 2023
25 January 2024
Price: £295 + VAT
Dates:
8 August 2023
21 November 2023
Price: £295 + VAT
Dates:
9 October 2023
23 January 2023
Price: £250 + VAT
Dates:
19 June 2023
7 September 2023
21 November 2023
1 Day Course
Customer Service Training Course Content
The programme covers the essential elements of customer care, and how to implement plans and actions – that can lead to delivering at a level of ‘excellence’. Participants will learn about modern levels of service expectation, and the appropriate skills that they will need to develop and build in to their own daily approach.
Introduction and Context to Customer Service Training
– How and Why the ‘Top Performing’ Organisations Plan for Excellence
- Why high performing organisations drive for customer service excellence
- Expectations of the modern customer; and why speed, quality and price are no longer enough
- Key steps undertaken to ensure excellence, differentiation and consistency of quality
Achieving Excellence in Customer Service
– The Principles of Customer Service
- A definition of customer service and its principles
- Internal and external customer service and the role of the customer service teams
- The difference between a ‘customer focused’ and a ‘process driven service
- How you can impact on the customer experience
- Projecting a brand image – identifying service excellence behaviours
– Meeting the Customers Expectations
- Understanding the customers need and expectations
- Knowing why customers complain?
- Barriers to effective communication
– Positive Communications with Your Customers
- Human nature and mixed communication messages
- Why first impressions count; and how we can shape the impressions we convey during the customer interaction
- How to build rapport quickly
- Practice session preparing for the call and ‘setting the scene’
- How to generate a customer’s confidence
- How to use our questioning and listening skills effectively to clarify customer requirements and expectations
- Practicing active listening
- Practicing useful questioning techniques
- Resolving a customer ‘issue’ positively – the importance of closing
- Understand what a successful resolution ‘looks like’; and know how to close a call; and / or move along winded caller along politely
- Using professional focus email
– Managing Challenging Customers
- Causes of difficult / annoyed customers
- Our emotional responses to difficult situations – taking control
- The ‘OK Corral’ Model F. Ernst – understanding each other’s perspective
- Handling dissatisfaction with EASE – diffusing the situation
- Reflective and empathetic listening
- Exploring alternative solutions
- Practice using the EASE approach
- Giving ‘bad news’ and saying ‘No’ in a constructive manner
– Ensuring a Consistent Quality Service and Knowing How to Excel
- Using feedback to improve the quality of service
- Developing ‘moments of magic’ – how to influence customer loyalty
- How to exceed customer expectations
- The importance of ‘word of mouth’ and a positive brand
- Action Planning session for delegates to focus on their plans for the following week
– Turning the Conversation into an Appointment
- The importance of an immediate ‘thank you’ and confirming the appointment
- How to add value after the call – to continue building ‘Trust’ in the relationship between your business and the prospects
- What actions need to be undertaken prior to the meeting
- Action Planning session for delegates to focus on their plans for the following week
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Reasons To Book With Asset Training Academy
Certificate of Achievement Awarded
Comprehensive Course Notes & Slides
5 Star Rated Courses
Delivered in City Centre Locations
Lunch & Refreshments Included
Delivered by Specialist Trainers
Delivery Method is a Blend of Theory & Practice
By the end of this Customer Service Training course, you will be able to:
- Explain and understand what your customers expect from you as a service / product provider (the good and the bad)
- Clearly articulate what the customer experience ‘should be’ within your organisation – to achieve excellence and differentiation
- Learn how to build rapport quickly with customers
- Demonstrate positive listening and effective questioning skill
- Structure conversations in order to clarify customer requirements and demonstrate you taking ownership
- Handle challenging customers calmly and confidently
- Know how to drive for and ensure consistent quality of service
- Win and retain your customers’ confidence and trust
Who Should Attend This Customer Service Training Course?
This course will benefit those who are responsible for setting and / or delivering customer service. It provides a structured approach for understanding and then delivering customer service to a high standard – whilst focussing on ‘going the extra mile’. Key skills will be explained and demonstrated in order to help participants develop confidence. And practical exercises will ensure they are on the right track their own appropriate style
By the end of this Customer Service Excellence course, you will be able to:
- Explain and understand what your customers expect from you as a service / product provider (the good and the bad)
- Clearly articulate what the customer experience ‘should be’ within your organisation – to achieve excellence and differentiation
- Learn how to build rapport quickly with customers
- Demonstrate positive listening and effective questioning skill
- Structure conversations in order to clarify customer requirements and demonstrate you taking ownership
- Handle challenging customers calmly and confidently
- Know how to drive for and ensure consistent quality of service
- Win and retain your customers’ confidence and trust
What Our Clients Say
Other Relevant Courses
- 2 Day Course
- 1 Day Course
- 1 Day Course
- 2 Day Course
- 1 or 2 Day Course
- 1 Day Course
- 1 Day Course
- 1 Day Course
- 1 Day Course
- 2 Day Course
- 1 Day Course
- 1 Day Course
- 1 Day Course
- 1 Day Course
- 1 Day Course
Reasons To Book With Asset Training Academy
Certificate of Achievement Awarded
Comprehensive Course Notes & Slides
5 Star Rated Courses
Delivered in City Centre Locations
Lunch & Refreshments Included
Delivered by Specialist Trainers
Delivery Method is a Blend of Theory & Practice
Reasons To Choose Our Course Above Others:
- Price includes Comprehensive Course Notes, Slides & Certificate of Achievement
- The course is CPD Accredited
- Our trainers are highly qualified with a wealth of industry experience
- Our courses consistently generate 5 Star rated quality reviews
- We include 3 month follow up online support
- Our courses are interactive, participative, engaging and fun and deliver real results
- We deliver our course in 5 major UK cities
- We can deliver the course at your workplace for 4 delegates or more wherever you are located in the UK
- Our Public/Open Courses are delivered in high quality, city centre venues
- Price includes Lunch and Refreshments throughout the day
In House Training
Contact Us Today
If you have 4 or more people who require training in this area, it is often more cost effective for us to come and deliver the course onsite, either at your workplace or at a venue of your choice. We charge a “daily” rate as opposed to a “delegate” rate and we can train up to 12 people in any one session.
- 0800 158 8314
- info@assettrainingacademy.com
- 0800 158 8314
- info@assettrainingacademy.com
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Reasons To Book With Asset Training Academy
Certificate of Achievement Awarded
5 Star Rated Courses
Comprehensive Course Notes & Slides
Delivered in City Centre Locations
Lunch & Refreshments Included
Delivered by Specialist Trainers
Delivery Method is a Blend of Theory & Practice
Courses are Engaging, Practical, Interactive and Fun
Take Your Career To The Next Level
Global Company
We deliver our training throughout the UK and Europe
Bespoke Content
We customise the content of our In-House training to meet your needs
Best Offers
Our training is competitively priced and great value for money
Secure Payments
Security is a priority so you can book your place with confidence
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- 1 or 2 Day Course
- 1 Day Course
- 1 Day Course
- 1 Day Course
- 1 Day Course
- 2 Day Course
- 1 Day Course
- 1 Day Course
- 1 Day Course
- 1 Day Course
- 1 Day Course