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Key Accounts and Customer ServiceCustomer Service Essentials


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  • NetherlandsAmsterdam
  • 13 - 17 Feb 2023
  • 20 CPD hours
  • $4,900.00
  • Overview
  • Course Outline
  • Scheduled Dates

Course Overview

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.

 

Objective:

By the end of this interactive training programme, you will be able to:

  • Understand the basics of customer service
  • Communicate effectively with existing and prospective customers
  • Create a positive customer experience
  • Improve and maintain high standards of Customer Service
  • Deliver effective and efficient customer service
  • Identify and resolve customer complaints
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Course Outline

Module 1 - Overview of Customer Service

  • What is customer service?
  • Customer expectations
  • What does great service look like?

Module 2 – Why does Customer Service matter?

  • Why is quality important in terms of customer service?
  • The cost of poor customer service
  • The outcomes of great customer service
  • Evolution of customer trends and customer service

Module 3 – First Impressions

  • Creating a positive first impressions
  • PEAK performance – Personal appearance, environment, attitude, knowledge
  • Acknowledgement and greeting
  • Courtesy and respect

Module 4 – The 3 Vs of Communication

  • Words matter
  • It’s not just what you say, but how you say it – tone of voice
  • Non-verbal communication – body language, appearance and actions
  • Questioning skills
  • Listening skills

Module 5 – Building Rapport

  • Different types of customers
  • Connecting and engaging with the customer
  • Identifying customer needs
  • Commitment and ownership
  • Product knowledge and personalisation
  • Showing customers they are valued
  • Maintaining and improving existing client relationships

Module 6 – Handling customers on the telephone

  • How is the telephone different to face-to-face interactions?
  • 5 stages of telephone calls (Open, establish, explore, agree, close)
  • Telephone etiquette – greetings, tone of voice, personalisation, avoiding interruptions, avoiding dead air, hold/mute/transfer procedures, summarising

Module 6 - Objection Handling

  • What is an objection?
  • Common reasons for objections
  • Is the objection real or based on some other factor?
  • Finding solutions
  • Objection Handling Techniques

Module 7 – Resolving Complaints

  • Why do customers complain?
  • Determining the reasons for complaints
  • Difference between sympathy and empathy and how is empathy important in handling difficult and upset customers
  • Owning the customer complaints and providing assurance
  • Providing FCR – First Call Resolution and following up
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Schedule & Fees

2+1Offer

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.

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5 Days 20 CPD hours

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Amsterdam

Amsterdam

$4,900.00

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5 Days 20 CPD hours

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Milan

Milan

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5 Days 20 CPD hours

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Prague

Prague

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5 Days 20 CPD hours

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New York

$6,100.00

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5 Days 20 CPD hours

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London

London

$4,500.00

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5 Days 20 CPD hours

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Istanbul

Istanbul

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5 Days 20 CPD hours

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London

London

$4,500.00

  • Management

5 Days 20 CPD hours

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London

London

$4,500.00

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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.

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Frequently Asked Questions

How can training courses be used as a company benefit?

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!

How often do you update your course content to ensure relevancy?

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.

Do you keep your classroom environment and instructional methodologies current with today’s real-world workplace?

Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.

Are your courses eligible for professional certification?

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.

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