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 45 minutes for lunch
Course Fees
Type of organisation
half day
full day
charitable/not for profit
-
£700
other organisations
-
£860
Cost includes:
Course delivery, training materials, handouts, evaluations and certificates for up to 16 participants.
NB: Additional travel costs may apply for any booking over 80 miles and may be invoiced separately, charged at 45p per mile for car use and / or actual costs of alternative methods of travel. Accommodation costs will be based on individual hotel bookings and will include reasonable subsistence costs dependent on location conditions, applicable at the time.
