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Customer Service Inhouse Training

Customer service course with CPD accredited certificate: learn to turn problems into opportunities and create loyalty


Activia Training

Summary

Price
£574.80 inc VAT
Payment options
The first delegate is £574.80 (inc VAT), additional delegates are then £48.00 (inc VAT)... Read more
Study method
On-site
Duration
1 Day, Part-time
Qualification
6 CPD points / hours

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Overview

We offer In Company training at your offices. All you need is a suitable room, and we can bring your training to you.

Our Customer Service course will push your Customer Service skills to a new level.

Is our new one-day Customer Service course up there with the best?

We know it is!

Prepare yourself for a great, interactive and informative day where you will be given a thorough understanding of great customer service, and the skills and proven techniques to really excel in what you do.

As with all our courses, there's lots of interactivity, with questions, exercises, and discussion points.

What's more, you get a workbook for your notes as you go along, and which you keep so you can refer back to it after the course.

Course media

Description

This course contains the following modules:

Introduction and Course Overview
- About the Course
- Learning Objectives

The Importance of Customer Service
- What is Customer Service?
- Who Are Your Customers?
- Customer Needs versus Wants
- What's In It For Me? (WIIFM)

Understanding Customer Expectations
- Types of Expectations
- Meeting Expectations
- The Value of Exceeding Expectations
- How Do You Exceed Expectations?
- Do Not Go Too Far!

Solving Customer Problems
- Questions, Complaints and Conflict
- Answering Questions
- Handling Complaints
- Resolving Conflict
- The 5 Stages of Solving Customer Problems

Turning Customers Around
- Dealing with Angry Customers
- Dealing with Difficult Customers
- Dealing with Unprofitable Customers
- Dealing with Customer Feedback
- Turning a Problem Into a Solution

Communication Skills for Great Customer Service
- About Communication
- Questioning Skills
- Active Listening
- Listening Quiz

Personal Skills for Great Customer Service
- Positive Mental Attitude
- Managing Stress
- Time Management
- Assertiveness
- The Likeability Factor: How Can You Be More Likeable?

The Structure of Customer Service Excellence
- The Six Pillars of Customer Service Excellence
- Moments of Truth and Delivering Excellence
- Adopting Personal Service Standards

Keeping Your Customers
- The Benefits of Customer Retention
- Customer Benefits
- The Four Levels of Customer Loyalty
- The Emotional Needs that Drive Customer Loyalty
- Are You Ready to Inspire Your Customers?

Your Personal Action Plan
- Set up your plan of action for the future

Who is this course for?

This course has been designed to suit anyone in a customer service role - either in the front line or in a supervisory or line management position.

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