This course focuses on ways to deal with customers in a variety of environments and situations in order to excel in customer service. We cover different types of customers, including how to deal with difficult conversations, complaints and angry customers.

Open participant course: £195 per person- maximum 10 people

Closed company course: £1,000 per course - maximum 10 people

Those who have regular contact with customers in face-to-face and other situations and would like to understand and improve their service skills.

Following this course, delegates will understand their own and others’ behaviours in order to engage, interact and communicate with customers and colleagues effectively.

Module One - Introduction

• How do we see customer service?
• The cost of good and bad customer service
• The value of exceptional customer service
• The impact of ‘word of mouth’ and ‘word of mouse’ feedback

Module Two - Communication and Interpersonal Skills

• The Johari window
• Creating a positive first and last impression
• The barriers to effective communication
• Overcoming barriers to communication
• The art of listening
• Effective questioning techniques
• The information funnel

Module Three - Developing Your Skills

• Identifying and exceeding customer expectations
• Techniques for building rapport
• Building and maintaining effective relationships
• Giving and receiving information
• Verbal and non-verbal communication

Module Four - Difficult Customers

• Why we lose control
• Taking responsibility to fix the problem
• Turning negative situations into opportunities
• Angry customer types
• Handling different customer types

Module Five - Problem Solving

• Realistic, honest solutions
• Agreeing timeframes
• Problem solving techniques

This course can be delivered remotely or in a classroom environment, to suit your requirements.

To attend remotely, delegates will require the following equipment:

• PC or laptop with a microphone and speakers (webcam is preferred but not essential)
• Access to the internet and web browser application (e.g. Google Chrome)
• An email account for file sharing