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Customer Service

Activia Training

Summary

Price
£235.20 inc VAT
Or £78.40/mo. for 3 months...
Study method
Classroom
Duration
1 day · Part-time
Qualification
No formal qualification
CPD
6 CPD hours / points
CPD What's this?

Location & dates

Showing classrooms near 'East Midlands'
Location

Address
Two Kings Street
Nottingham
NG12AS
United Kingdom
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Address
Rutland House
23-25 Friar Lane
Leicester
LE15QQ
United Kingdom
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Address
Technology House
151 Silbury Boulevard
Milton Keynes
Buckinghamshire
MK91LH
United Kingdom
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Address
The McLaren Building
46 The Priory, Queensway
Birmingham
B47LR
United Kingdom
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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.

CPD

6 CPD hours / points
Accredited by The CPD Certification Service

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.

Questions and answers

Reviews

5.0
Course rating
100%
Service
100%
Content
100%
Value

Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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Similar subjects: Customer service, Business