UK: +44 (0)20 7164 6959
A practical exploration of customer service
Give the right impression to your customers by ensuring your customer service team is equipped with the essential skills
During this comprehensive one-day training course, you'll explore the art of effectively managing customer complaints. Throughout the day, you'll learn the importance of maintaining your composure when receiving complaints, mastering the skill of empathetic listening, addressing customer concerns, and finding solutions that exceed their expectations. Through interactive discussions and real-life case studies, you'll gain the skills and confidence required to handle any complaint professionally while remaining composed under pressure.
This course goes beyond just managing complaints; you'll also develop personal resilience to navigate challenging interactions. Through interactive discussions and real-life case studies, you'll learn how to empathetically listen to customers, address their concerns, and find solutions that exceed their expectations. Gain the skills, confidence, and personal resilience needed to handle any complaint like an expert.
Introduction to Customer Service
- Understanding the importance of customer service
- Key principles of effective customer service
- The role of customer service in business success
Building Customer Relationships
- Creating positive customer experiences
- Building trust and rapport
- Handling difficult customers with grace
Effective Communication
- Clear and concise language
- Assertiveness without aggression
- Non-verbal communication cues
Active Listening and Empathy
- Active listening skills
- Empathy-building techniques
- Understanding customer needs
Problem Solving and Conflict Resolution
- Problem-solving techniques
- Turning complaints into opportunities
- Negotiation skills
Personal Resilience and Continuous Improvement
- Stress management techniques
- Maintaining professionalism under pressure
- Feedback solicitation and implementation
Increased Confidence
- Better understanding of complaint handling
- Improved credibility over the phone
- More professional public face of the organisation
Enhanced Skills
- Proficient handling of difficult customers
- Understanding of how complaints affect the business
- Improved rapport-building with dissatisfied customers
Better Problem Resolution
- Ability to reduce tension in upset customers
- Enhanced questioning to quickly identify problems
- Knowledge of when to assist and when to escalate
More Sales-Focused Customer Service Team
- Customer service staff thinking like salespeople
- Recognition of opportunities from complaints
- Desire to turn frustration into delight
Anyone new to a customer service role, or experience but with no formal training in the past. This is also appropriate to people in other roles who have to receive in-bound customer contact.
As a company focused on sales, we recognise the significant effort required to acquire new clients. Equally vital is understanding how easily a hard-earned client can be lost if their post-sale experience fails to meet expectations.
With a deep understanding of customer expectations, we possess the expertise to assist your customer service agents in recovering from negative customer experiences, ensuring that customers end their interactions feeling positive. Through a structured approach involving learning, discussion, and group exercises, we empower your customer service teams to consistently meet and exceed customer expectations.
| Delivery method | Client delivery |
|---|---|
| 1-day face-to-face | £1,500 |
| Face-to-face bite-size (assuming 3 sessions scheduled for same day) | £1,500 |
| Virtual delivery - 2 sessions, 1 week apart | £1,100 |
| Virtual bite-size | £600 |
