Exceptional Customer Service online training course

£27.00 inc VAT

Good customer service enhances customer experience and determines the kind of relationships you have between your between business/products/services and your customers. Do you want to learn how to deal with difficult customers, grow your skills in customer service and reap rewards and joy from interacting with your customers? This course will build your confidence and prepare you for how to deal with different types of customers and build better relationships with your clients. Good customer service is ESSENTIAL, so if you are dealing with customers/clients directly, this course is also essential for you.

Description

All businesses are reliant on sales, and all sales are reliant on good customer service. People don’t buy from companies or people they don’t like, and getting the customer to like you is essential to good customer service.  It is treating your customer with respect, letting them know you value them and they in turn will value you.  Even if a transaction has gone wrong, if handled well, you may not lose your customer but could even improve your relationship with them, all through excellent customer service.

Good customer service people reap the rewards – making the customer feel good can make us feel good, can give us a buzz, and if you can get it right through the whole company, treating everyone you encounter as a customer, the results go beyond a feel good factor, and become tangible as your profits go up.  Customers are twelve times more likely to share a negative experience than a positive one, so it is worth making the effort.

This course will show delegates what good customer service looks like, gives step-by-step guides to getting it right, hints, tips and ideas to improve your customer service and make every experience a positive one, and gives valuable advice on how to deal with a difficult customer, why they may be difficult, and how you can turn it around.

Course modules

  1. What is customer service
  2. Meeting and exceeding expectations
  3. How do you get people to like you? Part 1
  4. How do you get people to like you? Part 2
  5. The Communication Matrix
  6. Active listening
  7. Telephone etiquette
  8. Telephone etiquette continued
  9. Controlling conversations
  10. The problem with questions
  11. Customer service as a philosophy
  12. Who are your customers?
  13. Telephone techniques
  14. Speaking dos and Don’ts
  15. Challenges
  16. Fight or Flight
  17. Fear and anger
  18. The answer with questions

Each module is followed by an assessment to ensure delegates have understood the material.  Some modules follow on from each other, but some can be viewed stand-alone so each delegate can move at their own speed and manage their own training around their daily tasks.  The whole course will take around 4 hours to complete.

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