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This off
the shelf course offers
an affordable solution to businesses that require staff development, whilst
benefiting from the expertise of our highly skilled customer service trainers.
At the end of the course, delegates will:
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Understand the
importance of excellent customer service and the direct impact they
can have in delivering this; |
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Appreciate the
importance of working as a team; |
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Recognise how
to improve the customer’s experience through improving personal
communication skills; |
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Gain confidence
in handling more difficult customers; |
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Develop a personal
action plan for delivering excellent customer service. |
This highly participative course is designed for anyone who has regular
customer contact (either face to face or on the telephone) and wants to
develop their skills in delivering excellent customer service.
One day, at times to suit your requirements.
This highly participative classroom based course utilises a variety of
different learning methods (e.g. group discussion, short lectures and
informal exercises/activities) to develop excellent customer service skills.
Delegates will receive a gapped workbook as a summary of the training
course which they can use for future reference. Below is an outline of
the course content:
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What is customer
service ? |
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Identifying your
customers and their expectations |
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Postive steps
to excellent customer service |
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Making a difference |
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The importance
of communication in the service delivery process |
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Barriers to communication |
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Projecting a
professional first impression |
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Using body language |
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Making the most
of your voice |
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Building rapport |
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Telephone ettiquette
– the do’s and don’ts |
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Active listening
and questioning skills |
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Tips for effective
call handling |
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Handling complaints
and difficult customers |
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Closing customer
interactions positively |
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Personal action
planning |
For further information, either complete our enquiry
form or call us on 0845 45
99 650.
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The good thing about T & T Training is the fact they’re
so flexible. We’re dealing with life and death situations
here and they’ve been absolutely brilliant, continuously
revising how they deliver the programme.
