Customer Service
This one-day course explores key elements of customer service and its importance to the overall customer experience and to the organisation in respect of its reputation, wider community benefit and long-term survival.
Course Aims
- Identify why customer service is so imperative to your organisation's mission
- Establish key principles
- Recognise the need for a service culture
- Differentiate between customer service and the 'customer experience'
Course Objectives
- Establish who your customers are plus key elements of good communication
- Consider why you should maintain personal and professional boundaries
- Consider the implications (negative impact) of poor customer service
- Discuss ways to manage common customer service situations
Course Programme
- Introductions and housekeeping
- Hopes & Anxieties
- Vision, Mission, Values, Strapline
- Who are your customers?
- What is Customer Service?
- Communication with the customer
Building Rapport
Body Language & Comfort Zones
Words & Language
Questioning Style
Active Listening
Empathy
Dealing with aggression - Personal & Professional Boundaries
- Personal Impact
- Scenarios
Course Duration
Up to 6.25 hours (i.e. 10am to 4:15 pm)Including breaks and 40 minutes for lunch
Up to 6.25 hours (i.e. 10am to 4:15 pm)
Including breaks and 40 minutes for lunch
This course is suitable for
- In-house 'face to face' training
- On-line training 'Live' (using Zoom)
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- In-house 'face to face' training
- On-line training 'Live' (using Zoom)
Online training 'Live' (using Zoom)
Our Online training is adjusted to reflect distance working and includes an online etiquette to ensure a smoother learning experience for all participants. Day courses can also be run as two half days if you prefer. For details, see our Service Delivery page.
Course Fees
Type of delivery
half day
full day
per place
face to face training
-
£700
-
online training (live)
-
£700
-
Training costs include:
Course delivery, training materials, handouts, evaluations and certificates up to 14 participants
Travel & Overnight costs
Travel costs may apply for any booking over 80 miles charged at 45p per mile or actual costs of alternative methods of travel. Overnight costs are based on individual hotel bookings and reasonable subsistence costs dependent on location conditions, applicable at the time.
