Why book this course?
Customer service can be a notoriously challenging environment. While speaking directly to customers has its rewards, customer service personnel can also face complaints and abuse, and situations where an answer isn’t forthcoming. Performing this role effectively means managing expectations and connecting with people as well as communicating effectively.
Our Professional Customer Service Skills course will provide you with the key skills you need to effectively interact with customers. With practical examples for a variety of different communication channels, including face-to-face, telephone and social media, you’ll learn how to better manage expectations and minimise complaints, as well as how feedback can help to improve your quality of service.
Who is the course for?
This course is ideal for anyone who wants to improve and deliver exceptional customer service on a daily basis, whilst also understanding how to manage problems.
The skills learned on this course will help to enhance your communication abilities across a variety of channels, helping you connect with customers online and in the real world.
What content will the course cover?
Being positive with your customers
Understanding attitude as a driver for behaviour
Learn how to make positive first impressions and build rapport
Being aware of how non-verbal communication can be interpreted
Select positive language and avoid service limiting phrases.
Encourage customer feedback
Developing ways of gaining customer feedback
Making the most of questions and listening skills
Learning to summarise and seek clarification.
Respond to customer problems
Managing emotional customer service situations
Demonstrate conversation control techniques, face to face and on the telephone
Learn how to deal with customer interactions via social media
Understanding responses using Transactional Analysis.
Develop Repeat Relationships
Understand the different levels of customer relationship
Learn how to build customer loyalty through your interactions.
Seek to exceed customer expectations
Develop practical ways to exceed customer expectations
Identify ways to make your service memorable.
What will I get out of the training?
You will learn how to better understand and manage customer expectations and communicate more effectively, enabling you to provide better customer service. Through a series of practical exercises, you’ll work through an action plan to develop your skills further, helping you to offer a more confident and memorable service.
At Kent Trainers, we’re proud to adapt our courses to the needs of businesses across the region. Our Professional Customer Service Skills course uses practical exercises and individual feedback to tailor the course to your needs. By discussing issues with your trainers and peers, you’ll gain an better understanding of customer service that applies to your workplace and improves your personal performance.
What is the duration of this course?
This is a 1-day course.
The course commences at 9:30am and we aim to finish at approximately 4:30pm.
On all our scheduled courses, lunch is included and refreshments are provided throughout the day.
For virtual courses, timings will vary. Details can be found next to each scheduled course date.