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Customer Service

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


Activia Training

Summary

Price
£235.20 inc VAT
Study method
Classroom
Duration
1 Day, Part-time
Qualification
6 CPD points / hours

15 students enquired about/purchased this course

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Location & dates

Location
Start date
End date
21/02/2020
21/02/2020

End date: 21/02/2020

Address
The McLaren Building
46 The Priory, Queensway
Birmingham
B47LR
United Kingdom
28/01/2020
28/01/2020

End date: 28/01/2020

Address
Easton Business Centre
Felix Road
Bristol
Avon
BS50HE
United Kingdom
13/03/2020
13/03/2020

End date: 13/03/2020

Address
Easton Business Centre
Felix Road
Bristol
Avon
BS50HE
United Kingdom
25/03/2020
25/03/2020

End date: 25/03/2020

Address
100-114 Wellington Street
Leeds
LS11BA
United Kingdom

Overview

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
- Do Not Go Too Far!
- How Do You Exceed Expectations?

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.

Questions and answers


No questions or answers found containing ''.


Rosabel asked:

Will I get a certificate at the end of the course?

Answer:

Hi Rosabel. You will get a certificate after completion of the course. It is not given at the course, as we want your feedback to be able to be done anonymously, so after the course, you log in to our system, complete the feedback form and download your certificate.

This was helpful. Thank you for your feedback.

Rosabel asked:

Hello, I am not in customer service roll. Can I still do this course?

Answer:

Good afternoon Rosabel. The answer is yes! We believe that almost everybody that interacts with clients provides customer service, not only those people whose role is called Customer Service. So we have sales people, operations people and all sorts attending, and even those who plan to work in customer service, so want to do this in advance.

This was helpful. Thank you for your feedback.

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