Summary

Due to demand Blue Training are offering an open course in Superior Customer Service. This open course offers an affordable solution to businesses that require a smaller number of staff to be developed, whilst still benefiting from the expertise of our highly skilled customer service trainers.

Course Objectives

• Understand the importance of excellent customer service and the direct impact they can have in delivering this
• Appreciate the importance of working as a team
• Recognise how to improve the customer’s experience through improving personal communication skills
• Gain confidence in handling more difficult customers
• Develop a personal action plan for delivering excellent customer service.

This highly participative course is designed for anyone who has regular customer contact (either face to face or on the telephone) and wants to develop their skills in delivering excellent customer service.

Course Content

This highly participative classroom based course utilises a variety of different learning methods (e.g. group discussion, short lectures and informal exercises/activities) to develop excellent customer service skills. Delegates will receive a gapped workbook as a summary of the training course which they can use for future reference. Below is an outline of the course content -

What is customer service?

• What is customer service?
• Identifying your customers and their expectations
• Positive steps to excellent customer service
• Making a difference
• The importance of communication in the service delivery process
• Barriers to communication
• Projecting a professional first impression
• Using body language
• Making the most of your voice
• Building rapport
• Telephone etiquette – the do’s and don’ts
• Active listening and questioning skills
• Tips for effective call handling
• Handling complaints and difficult customers
• Closing customer interactions positively
• Personal action planning