Customer Service is an important part of developing and maintaining client relationships, key to continuing revenue. For this reason, many companies have worked hard to increase their customer satisfaction levels. It is primarily customer facing staff that will form customers' perceptions of the company as a whole.
A positive interaction with a trained customer service representative can mean the difference between losing or retaining a customer. This course will equip frontline customer service staff with the skills they need to create positive experiences every time, ensuring your customers come back time after time.
The course provides plenty of opportunity to put learning into practice through role plays and other activities. By the end of the course, delegates will have improved their communication skills and confidence in dealing effectively with a wide range of different customer types and situations including the challenging area of complaint resolution.
By the end of this interactive training programme, you will be able to:
Module 1 - Overview of Customer Service
Module 2 – Why does Customer Service matter?
Module 3 – First Impressions
Module 4 – The 3 Vs of Communication
Module 5 – Building Rapport
Module 6 – Handling customers on the telephone
Module 6 - Objection Handling
Module 7 – Resolving Complaints
Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.
Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.
We will never cancel a confirmed booking
We offer around the clock support
We customise our courses to suit your personal learning needs
Our courses are delivered by highly experienced industry experts
All our courses are accredited by the CPD Standards Agency
Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!
Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.
Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.
Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.