Why book this course?
Customer service can be a notoriously challenging environment. While speaking directly to customers has its rewards, customer service personnel can also face complaints and abuse, and situations where an answer isn’t forthcoming. Performing this role effectively means managing expectations and connecting with people as well as communicating effectively.
Our Professional Customer Service Skills course will provide you with the key skills you need to effectively interact with customers. With practical examples for a variety of different communication channels, including face-to-face, telephone and social media, you’ll learn how to better manage expectations and minimise complaints, as well as how feedback can help to improve your quality of service.
Who is the course for?
This course is ideal for anyone who wants to improve and deliver exceptional customer service on a daily basis, whilst also understanding how to manage problems.
The skills learned on this course will help to enhance your communication abilities across a variety of channels, helping you connect with customers online and in the real world.
What content will the course cover?
Being positive with your customers
-
Understanding attitude as a driver for behaviour
-
Learn how to make positive first impressions and build rapport
-
Being aware of how non-verbal communication can be interpreted
-
Select positive language and avoid service limiting phrases.
Encourage customer feedback
-
Developing ways of gaining customer feedback
-
Making the most of questions and listening skills
-
Learning to summarise and seek clarification.
Respond to customer problems
-
Managing emotional customer service situations
-
Demonstrate conversation control techniques, face to face and on the telephone
-
Learn how to deal with customer interactions via social media
-
Understanding responses using Transactional Analysis.
Develop Repeat Relationships
-
Understand the different levels of customer relationship
-
Learn how to build customer loyalty through your interactions.
Seek to exceed customer expectations
-
Develop practical ways to exceed customer expectations
-
Identify ways to make your service memorable.
What will I get out of the training?
You will learn how to better understand and manage customer expectations and communicate more effectively, enabling you to provide better customer service. Through a series of practical exercises, you’ll work through an action plan to develop your skills further, helping you to offer a more confident and memorable service.
At Kent Trainers, we’re proud to adapt our courses to the needs of businesses across the region. Our Professional Customer Service Skills course uses practical exercises and individual feedback to tailor the course to your needs. By discussing issues with your trainers and peers, you’ll gain an better understanding of customer service that applies to your workplace and improves your personal performance.
What is the duration of this course?
This is a 1 day course.
The timings and format for our courses are as follows:
- In-house & bespoke courses, held virtually or at a venue of your choice
For all in-house training courses, we will adapt the timings and format for each day around the needs of your organisation and team. Please get in touch with us to discuss your requirements.
- Scheduled training courses held at one of our venues
Courses commence at 9:30am and finish at approximately 4:30pm. A hot and cold buffet lunch is included on all our scheduled courses, and refreshments are provided throughout the day.
- Scheduled training courses held virtually
Unless specified, courses commence at 9:30am and finish at approximately 4:00pm. The day is broken up into modules, both online and offline to ensure engagement and interaction. We also ensure that there are plenty of comfort breaks throughout the day.
