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Established 1976 - Over 40 Years in Business

Tel: 01992 633882

Customer Service Training Course: Principles & Practice of Customer Care


Discover the importance of good customer care and how personal actions effect customer satisfaction

 
 

Course Overview

The importance of excellent customer service as an integral part of a company's selling process to its customers is one of the major growth areas of training.

This Customer Service Skills training workshop shows you how everyone who has any contact with customers can make personal service the key factor in winning them and keeping them. The programme covers the important aspects of communicating by telephone with customers and the importance of good interpersonal skills with internal and external customers, information gathering, presenting benefits, cross and upselling and closing the call. It shows how to turn problems into opportunities, complaints into more business and discontented customers into happy ones.

Role-plays and exercises are used throughout to enable delegates to practice their new skills.

 

 
 
Course Content
  • Create an environment where customer care is a priority
  • Deliver a service that has a positive impact on the customer
  • How to project the right image in every situation
  • How to communicate effectively by building rapport and listening
  • Remain calm and confident when dealing with difficult issues
  • Use a structured approach when handling complaints
  • Build customer relationships and explore opportunities to give memorable service and create customer loyalty
  • Enable your customer to feel they are understood and their needs met

 

Further Courses to Consider

 

Who would benefit from this course

  • Anyone members of your staff who have direct contact with customers and need to understand the importance of dealing with them professionally on behalf of your company
  • Anyone new to a customer care role
  • Experienced staff in a customer contact role who wish to enhance their existing skills
  • Customer service staff, receptionists and sales support people

 

Course Duration

This workshop is run in-house over 1 or 2 days, subject to the number of delegates and depth of course content agreed. We can also take a detailed brief of your needs and develop a programme to meet your specific objectives.

All our In-Company training programmes offer a flexible approach and can be tailored to incorporate your Company's terminology, culture and products using roleplays, case studies and exercises designed to reflect your business and training needs.

All course materials are supplied.

 

Venue

To be run in-house either at your premises or venue of your choice.
Click here for details of a Free Venue Finding Service.

 


For further details please contact us by
email or call us on 01992 633882.

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Training Courses

Tel: +44 (0) 1992 633882
Email: sales@marcusbohn.co.uk

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