Brilliant Customer Service Skills

All customer service, technical and support staff, managers and team leaders who support or work with either internal or external customers. The course is suitable for all sectors – large and small organisations, private and public sector.

The training is very practical and objective and uses real-life examples taken from your own experience.

The course includes:

• High-quality training presentation
• Group exercises and team activities
• High degree of participation

1. Establishing the standards, skills and systems that can make both customers and internal colleagues feel special; whether it is face to face, by email or on the telephone.
2. Knowing and applying the key principles of delighting customers consistently – both the logical and psychological factors
3. Learning a range of professional communication techniques, tools and skills to use to make customers feel valued and deliver above expectations
4. Improving consistency of service experience by using proven principles, mind-set  and approaches
5. Using the right communication skills to help customers quickly and efficiently, shortening the time involved and increasing understanding
6. Developing a positive customer-focused attitude – leading to taking more ownership and accountability
7. Making a composed and confident first impression, meet and greet, so customers feel welcomed and well cared for, particularly when they have a problem
8. Personal skills for listening effectively and to enhance an understanding of what customers really want and expect, plus using the right words, phrases and voice tone
9. Best practice in writing and responding to customers by email; managing your inbox and workload more easily
10. Applying the customer value chain model and be able to quickly identify different customer needs and situations and change your approach accordingly
11. Understanding customer expectations and delivering more than you promise – go for the delighted customer by managing and exceeding expectations
12. Maintaining a positive attitude throughout the day, no matter what.
13. Satisfying complainers, and calming upset customers, thus regaining confidence and goodwill
14. Turning problems into opportunities – how to say “no” with a positive outcome
15. Plus..any other requirements or ideas you might want to include