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Customer Service Excellence – 2 Days Classroom Training Course

Customer Service Excellence – 2 Days Classroom Training Course

1 STUDENTS ENROLLED

Introduction

This course focuses on supporting you to become a Customer Service Manager and take your skills, expertise and excellence to the next level. In this course, you will study on building powerful relations with customers through developing your communication skills.

You will learn compelling techniques for handling customers professionally and solving any technical issues a customer is having. In order to work in a client/customer role, both technical skills and an array of complementary skills correlated to client management are expected.

In this training programme, you will discover the key areas to provide the service to customers, and gain the opportunity to develop your interpersonal skills in order to handle a variety of client/customer or complex situations.

Enrol in a Customer Service online course absolutely FREE! So, what are you thinking about!! Start learning today.

Highlights of the course:

  • Enjoy free entrance to Customer Service online course
  • High-quality study notes or materials
  • Simple and step-by-step instructions will make your learning easier, quicker, and more enjoyable
  • Learn practical tips and techniques from an industry expert
  • Gain hands-on experience in training
  • Achieve your goals and transform your career by learning from an industry expert
  • Earn a CPD endorsed certification on successful completion
  • No hidden fees or exam charges
  • Ask any questions and get responses from a professional

Description

Please note: Once you get the online access you have to secure your classroom spot by paying a fee of £259.

How will I benefit?

Upon completion of the course, you will be qualified to:

  • Build solid customer relationships through improved communication, compatibility, trust, support and loyalty.
  • Practice listening and questioning techniques confidently.
  • Understand your customers’ needs and meet their expectations.
  • Troubleshoot and diagnose problems and ensure that specific issues have been resolved.
  • Manage disputes, challenging situations and resolve customer conflicts.
  • Handle complicated interactions and various customer attitudes or objections, whilst preserving a focus on the customer.
  • Practice the proven problem-solving technique to create winning scenarios.
  • Use techniques of active listening and questioning to solve customers’ concerns.

Key topics

  • Proactivity: taking responsibility, when the customer service starts and stops.
  • Communication: actively listening and questioning
  • Communication: creating rapport
  • Building trust
  • Handling conflict
  • Negotiation: negotiating your way through challenging situations
  • Problem-solving

Who is this course for?

This programme is best suited to engineers and non-engineers at all levels.

Course Curriculum

Book Your Place
Book Your Place – Customer Service Excellence – 2 Days Classroom Training Course 00:00:00
Understanding Customer Service
Understanding Customer Service 00:17:00
Identifying Customer Expectations 00:06:00
Providing Excellent Customer Service 00:07:00
Focusing on the Customer
Focusing on the Customer 00:08:00
Customer Service and the Telephone
Customer Service and the Telephone 00:08:00
Handling Complaints
Handling Complaints 00:12:00
Enduring Stress
Enduring Stress 00:13:00
Business Communication
Identifying Basic Communication Techniques 00:09:00
Formal and Informal Communication 00:02:00
Verbal and Non-verbal Communication
Describing Verbal and Non-verbal Communication 00:04:00
Understanding Body Language 00:05:00
Making Effective Presentations 00:10:00
Fundamentals of Productive Meetings 00:08:00
Written Communication
Written Communication 00:13:00
Electronic Communication
Electronic Communication 00:19:00
Communicating with Graphics
Creating Graphics for Business Communication 00:04:00
Communicating Static Information 00:03:00
Communicating Dynamic Information 00:03:00
Effectively Working for Your Boss
Representing Your Boss 00:06:00
Communicating Your Boss’s Decisions 00:03:00
Supporting Your Boss and Colleagues 00:04:00
Building a Partnership with Your Boss 00:13:00
Identifying Goals
Identifying Goals  00:10:00
Effective Energy Distribution
Energy Distribution  00:09:00
Time Logs 00:11:00
Working with Your Personal Style
Personal World View 00:10:00
Strengths  00:09:00
Building Your Toolbox
A Building Your Toolbox  00:10:00
Establishing Your Action Plan
Establishing Your Action Plan  00:11:00

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