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A good business attracts customers, but a great business keeps them. Lasting success is built on customer retention, and to do this you need great customer service. In the modern era, this requires a mastery of everything from phone calls to emails to social media platforms.

Our Customer Service courses will ensure that you deliver a consistent service no matter the platform or person. By enhancing your communication and listening skills, you can help to create an exceptional experience that encourages people to keep coming back.

Our courses help to develop a better understanding of customer service and behaviour at all levels. From the best methods to deal with difficult customers to the vital role played by reception staff, our training will help make every interaction a positive and fruitful experience.

Customer Service courses

Dealing with Customer Complaints and Confrontation

This course is ideal for anyone who expects to have to deal with or handle difficult and confrontational customers, such as in a front-of-house environment.

One of the most challenging tasks for any business is fielding customer complaints. Your responses not only need to appease the customer concerned and resolve their issues, but also present your business in the best possible light - particularly when navigating complaints or reviews posted on social media.

Our Dealing with Customer Complaints & Confrontation course is designed to help you understand the causes of difficult behaviour and customer complaints from customers, and deal with them in a confident manner. Whether face to face, on the telephone or via social media, we will look at how you can diffuse confrontation with a customer without entering into an argument.

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Professional Customer Service Skills

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.

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.

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Reception skills – the face of your organisation

This course is ideal for anyone responsible for meeting customers and visitors to your organisation, either face-to-face or by telephone.

In many businesses, a customer’s first point of contact is the receptionist. You are that person’s first impressions of your company, and will affect how you as a business are perceived. Reception staff are the “ambassadors” of any business, yet many people’s inclination is to say “I’m just the receptionist”, and reject how vital they are.

Our Reception Skills course will help you to embrace this responsibility, and provide the best first impression for visitors and clients. You’ll learn the importance of optics and image, how to present yourself in the best manner, communicate with confidence and clarity, and handle difficult visitors or callers.

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