Customer Service Skills Training (London)

Customer service is the cornerstone of a solid, thriving business. In commercial business terms, it costs up to thirty times more to get a new customer than it does to service and maintain the satisfaction and loyalty of existing ones. The aim of this Customer Service Skills training course is to enable delegates to create, maintain and build upon a positive and informed culture of customer care within their organisation.

Contents

By the end of this Customer Service Skills training course each delegate will be able to:

• Identify the different kinds of customer
• Establish why poor customer service happens
• Describe customer likes and dislikes
• Grasp the importance of the lifetime value of each customer and of building sound relationships with customers
• Handle customer enquiries professionally
• Design a procedure for handling customer complaints positively
• Be assertive with their customers
• Describe the importance of non-verbal communication
• Recognise the seven types of difficult people
• Develop a coping strategy for dealing with difficult customers

Course benefits

This interactive one-day training course provides a structure for dealing with customers across all aspects of the relationship. It is based upon an understanding from the customer's point of view and demonstrates the skills necessary for effective communication and the ability to manage customers' heightened demands and expectations.

Additional information

The overall aim of this programme is to maximise the customers experience to encourage them to return and others to do the same. The cost of attracting new customers continually increases, yet an existing loyal customer offers enormous lifetime value.

Trainers background

The trainer for this course has extensive experience in design and delivery of customer service skills training. They are an experienced professional and have been successfully delivering training to both public and private sector organisations for many years. Most recently they held a senior management training role responsible for the delivery of sales and customer service skills training throughout the UK offices of a well known and highly regarded company.

Managers and staff of organisations of any size who have a customer facing role.

There are no pre-course requirements for access to this course other than a willingness to be engaged in learning how to deliver the best Customer Service for your organisation.

Customer Service Manager, Customer Service Administrator, Customer Service Assistant, Sales Advisors/Customer Service, Customer Service Agent, Customer Service Advisor, Customer Service Professionals

Certificate of completion

Digital certificate - Included