Customer Service

This workshop includes the content listed below, however, all courses can be tailored to suit individual requirements/business needs and can be adjusted as necessary. Workshops may be tailored on the day to suit the delegate needs. Select the business Skills tab for a general overview of the courses available.

Course Outline – Customer Service

Introduction

  • What is Customer Service?
  • What is customer service excellence?
  • Your role in customer service

Your organisation and its values

  • What services do you provide?
  • How do you provide these services
  • Commitment to your organisation
  • You as an individual
  • Respect

Customer Expectations

  • Knowing your customer
  • Meeting and exceeding customer expectations
  • Flexibility
  • Loyalty
  • Going the extra mile
  • What to do when things get difficult – managing conflict
  • Meeting standards
  • Emotional wellbeing
  • Accessibility
  • Turning a negative experience into a positive

Communication

  • Connecting with your customer
  • Building trust
  • Communication skills
  • Body language
  • Active listening
  • Effective speaking
  • Politeness
  • Asking questions
  • Telephone skills
  • Written skills

Managing Conflict

  • What to do when your customer is dissatisfied?
  • Customer surveys
  • The importance of feedback
  • Recognising trends

Your style

  • Understanding your individual style
  • Learning from others
  • Techniques to keep calm in stressful situations
  • Managing difficult customers
  • Understanding how your behaviour effects the customer experience
  • First impressions
  • Understanding your role

Objectives

By the end of this workshop you will be able to:

  • Understand the importance of customer expectations
  • Identify the key elements which make up customer satisfaction
  • Know how to adjust your behaviour according to the situation you are in
  • Understand and practice useful techniques to help develop your face to face, written and telephone skills
  • Understand the values of your organisation
  • Identify your individual style and how to work to your full potential
  • Manage conflict effectively to ensure the best outcome for the customer