Customer Service Training

Tailored and In-House Customer Service Training

Our Customer Service Training can be tailored as an in-house programme to address specific issues within your company.

(Click here to send individuals on our Open Customer Service Skills Course)

Customer Service Training Objectives

* Non-Verbal Communication
* The Danger of Assumptions
* Defining Clear "Terms of Reference"
* Setting Effective Boundaries
* Understanding Trust and Risk
* Dealing With Blame
* Taking Charge of Challenging Situations
* Knowing What Your Assets Are
* Resisting Manipulation
* Giving Bad News
* Understanding Commitment
* Understanding How to Add Value
* Giving Them More Than They Expect

Customer Service

The Customer is Always Right (and so are you)

Providing Customer Service well, whether it be internal or external contact, is vital for continued business success.

That said, customers can be the most awkward, bloody minded and difficult people to work with sometimes.

Good working relationships are dynamic ones, because dynamic relationships don't become stale or fall into predictable patterns - which is when mistakes are made.

Managing a relationship requires that people are alert to changing needs, aware of difficulties as they arise and able to see issues that need resolving.

They are, in the best sense of the word, proactive.

Customer Service

One of the most important aspects of any company, local authority, charity, indeed, business in any form, is customer relations.

If you don't have it, ultimately, you will fail.

If you have to talk about it, then you don't have it 'nailed'.

Customer services needs to permeate every aspect of your company: how your people deal with external and internal customers; how colleagues treat each other and the business; how everyone -from the least senior employee to the most - interacts with your clients.

Here are some customer service issues that might happen in your company.

First port of call

Who or what do your customers encounter when they first contact your company? A receptionist, a call centre, a telephone answering system, front of house staff, shop floor assistants? Whoever or whatever is your entry point, if the customer isn't handled right at the first port of call; you've made your first serious mistake and perhaps your last contact with your customer.

Call centres

Call centres can be notoriously stressful places to work. With rude, difficult and demanding customers, one call after another, often no time to gather your thoughts, customer care can unintentionally go out the window.

Alongside call centres, you may have other front-line staff who deal with customers face-to-face, and may have to work with distressed or angry or very tricky people.

Laurel-resting

What about on-going customer development? Once you've got a new customer or client, the work doesn't stop there; only too often it does. Too often, companies get a little too complacent and focus their attention on getting new business while their current customers (gold mines in the making) get ignored.

Customer Service Training

The wonderful thing is, is that good customer service training is some of the easiest and most rewarding training you can give your people. We give simple, easy-to-do skills that provide them with delightful ways to manage even the most difficult customer, while at the same time inspiring them to want to care for the people with whom they come into contact.

In our Customer Service Training delegates are continually involved in exercises, games and processes that offer them a range of tools and techniques, as well as an intellectual understanding of the issues.

Tailored specifically to each group our Customer Service Training Programmes are designed to help delegates create successful professional customer and supplier relationships.