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
- Welcomes 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 complaints / 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
This course is suitable for
- In-house 'face to face' training
- On-line training 'Live' (using Zoom)
- Webinar sessions
_______________________________________________________
- In-house 'face to face' training
- On-line training 'Live' (using Zoom)
- Webinar sessions
On-line training 'Live' (using Zoom)
Our On-line training is adjusted to reflect distance working and includes an on-line etiquette to ensure a smoother learning experience for all participants. Day courses will run as two half days to make it more manageable. For further details, see our Service Delivery page.
Webinar (on-line seminar)*
Taking the main topics from our training day, allowing participants to focus on a specific area only. Each session is delivered ‘live’ on-line using Zoom for approx 60 - 80 minutes (topic plus Q&A). For further details, see our Service Delivery page.
Webinar Topic |
XXXX Participants will explore the XXX This Webinar identifies how XXX This Webinar will initially discuss |
*Minimum number required for Webinar: 6 Participants
Mystery Shopping Service
We also offer a Mystery Shopping Service to support this course. This is a great way to get independent feedback about the quality of your customer service and the overall customer experience in your shops, helping you to address issues affecting customer satisafaction / repeat custom.
| Mystery Shopping Service | Up to 3 Shops |
| Independent mystery shopper evaluation and report including any objectives you may have | £345 (plus travel costs) |
Price based on location and geographical area, easily completed in one day (including travel time). For larger number of shops and / or geographical area, POA
Course Fees
TYPE OF DELIVERY
half day
full day
PER PLACE
FACE TO FACE TRAINING
-
£700
-
ON-LINE TRAINING (LIVE)
-
£700
-
WEBINAR SESSION
-
-
£35
Training costs include:
Course delivery, training materials, handouts, evaluations and certificates up to 16 participants
Webinar costs include: Attendance of the Webinar session only
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.
