Customer Service Skills

“If we don’t take care of our customers, someone else will”
- Unknown

Customer Service Skills' Course Aims:

• To understand what skills are required to deliver ‘excellent’ customer service
• To identify what customers expect from your service
• To understand how to manage a difficult customer
• To acquire the skills to use positive language to increase customer satisfaction

Duration: 1 day

Customer Service Skills Course Content:

Day 1

• Understanding customer service and the benefits of delivering ‘excellent’ customer service
• Identifying and developing the skills required to care for your customers
• Understanding what your customers expect from you
• How to manage your customer’s expectations when they set unrealistic goals
• Recognising opportunities to enhance the long-term relationship with your customer
• Projecting a professional image through the use of non-verbal and verbal communication
• Creating the right impression both face to face and over the phone –using correct phone etiquette
• Understanding your customer’s communication style and how to adjust your own style to communicate more effectively
• Managing a difficult customer and situation to a successful outcome
• Delivering the ‘service no’ versus the ‘hard no’ – how to use positive language to enhance the customer relationship
• Development Plan - participants create a development plan of key learning points to implement in the workplace

Customer Service Skills Training Outcome

As a result of attending this training programme, participants will have the necessary skills to:

• Develop their customer care skills
• Understand and exceed their customers’ expectations
• Communicate more effectively and assertively with their customers
• Increase customer loyalty and retention
• Manage a difficult customer

Customer Service Skills Inquiry Form