Customer Service Course
Customer Service Course
Overview
-We cover the UK and will come to you.
-This enjoyable, interactive customer service training course has been designed to give employees a deep level of understanding and enhance their skills across the key areas of excellent customer care.
-This workshop will increase all delegates understanding of the importance of every single interaction with a customer.
-Using a mixture of theory, practical exercises and discussion this training will give delegates the skills to be able to deal with customers confidently, professionally and with warmth. Content can be adjusted to suit your organisation, just ask!
Modules Outline:
Module 1: Enhancing Customer Service:
- What is customer care?
- Who are our customers?
- The commercial importance of customer care
- Some facts about customer care
- So what do customers expect?
- The difference between face to face, telephone and written communication
- Guidelines for excellent telephone behaviour - short overview
- Building relationships with customers
- Developing your questioning and listening skills
- Handling complaints
- Guidelines for effective communication – some additional skills, knowledge and behaviours to ensure you are great with your customers
Module 2: Telephone skills:
-This workshop will increase all delegates understanding of the importance of every single interaction over the phone and the challenges that are presented when a client can't see you.
-Using a mixture of theory, practical exercises and discussion this training will give delegates the skills to be able to have phone calls with customers confidently, professionally and with warmth
Module 3: writing effective emails:
- Every email counts
- What’s a poor email?
- What’s a good email?
- Keeping it short and simple
- Punctuation and grammar
- Basic layouts and guidelines
- Email writing exercise
- Checking the readability of written communications
- Writing in a clear style
- Hints and tips for effective business emails
