Customer Service Skills

Overview of the course:

Customer service skills training course introduces delegates to the core principles of customer services. Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer. Anyone involved in business or organisation therefore needs to know the principals of effective customer service skills. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence. 

By employing the gained skills and adopting the learned right attitude the delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.

The focus of the course is to teach handling customer service scenarios through a variety of examples as this is the quickest way that delegates learn. Examples are provided for many environments such as retail, face-to-face customer service, help-desk, client meetings, call centre support, medical support and so on. Delegates also explore a number of methods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally.

In addition, related communication skills are also covered. Topics such as body language, correctly structuring sentences for maximum effect and communicating on the phone are discussed and best practices are shown.

Learning Outcome:

• Ask effective questions from customers to get results

• Use empathy to maintain rapport with customers

• Apply the essential principles of customer ser vices to anyone who wants your ‘output’

• Professionally respond to a customer ’s demands & requests while maintaining rapport

• Sequence your sentences effectively to get maximum results

• Handle phone conversations professionally

• Read and interpret body language signals and use them to enhance your communication skills

• Defuse uncomfortable interactions with customers and professionally respond to any problems as they arise