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  • Online

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    • 7th Jul 2022
    • 9:30am - 4:00pm
    • £199.00 (+ VAT)

In-house training

  • This training course can be tailor-made and delivered in-house for up to 12 people. Held online via our virtual classroom or where safe to do so, at your premises or a nearby venue.
  • £1195 (+VAT & Travel)

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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 timings and format for our courses are as follows:

  • Scheduled training courses held virtually

Unless specified, courses commence at 9:30am and finish at approximately 4:00pm.  The day is broken up into modules, both online and offline to ensure engagement and interaction.  We also ensure that there are plenty of comfort breaks throughout the day.

  • Scheduled training courses held at one of our venues

Courses commences at 9:30am and finish at approximately 4:30pm.
On all our scheduled courses, a hot lunch is included, and refreshments are provided throughout the day.

  • In-house & bespoke courses, held virtually or at a venue of your choice

For all in-house training courses, we will adapt the timings and format for the day around the needs of your team and business. Please contact us to discuss your requirements.

Who will train me?

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Director of Training

Suzanne Shaw

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What is my experience?

I have been fortunate enough to have worked across the globe, with over 20 years in senior management and training roles. Throughout this time, I have gained a wealth of experience working across a diverse range of teams, cultures, and industries.

My roles in learning and development have been across both the private and public sector. These included working as a European Training Manager, based in Italy, as well as Senior Lecturer, delivering customer service training to NVQ's levels 2 & 3. Whilst working as Head of Training at a Kent based consultancy, I also headed up the delivery of ILM programmes and became the Internal Verifier for all courses up to level 7.

In 2006 I launched my own Training and Business Consultancy, allowing me to incorporate my knowledge of Business Management with Training. My focus since then has been on developing and delivering bespoke Personal Development and Management training courses for not only SME’s but right through to large corporations and public sector.

What is my area of expertise?

I oversee the Kent Trainers training programmes, including the Leadership and Management programmes, which are accredited by The Institute of Leadership and Management. I maintain a keen interest in keeping our focus on delivering high quality, consistently relevant courses.

Specialist areas I cover include:
Management and Leadership
Performance Management
Customer Service
Team Development
Coaching and Mentoring
Personal Development

Why I love inspiring others?

I have a passion and enthusiasm for training which I believe is crucial to any training environment.  I believe in giving inspiring, thought provoking training that is not only engaging but can be utilised in real life, whether that is in business or life in general.

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