Introduction to Customer Service

• Overview of course topics and personal objectives
• The value of customers to your organisation and the cost of losing them
• Why customer service so often falls short and the common mistakes made

Customer Focused Attitude

• Presenting company ethos in a professional manner
• Understanding your customers values and opinions
• Maintaining consistency and keeping the customers needs a top priority
• Providing Internal Staff (co-workers)  with exceptional customer service
• Gaining the respect, trust and loyalty of customers
• The impact of negative and positive attitudes towards customers

Core Customer Service Skills

• Active listening skills and effective questioning techniques
• Establishing the needs of customers and leading scenarios forward
• Giving reassurance, support and advice
• Managing customers expectations
• Alternatives for saying the word "NO"

Going the Extra Mile

• What makes customer service exceptional?
• Building rapport, Matching & Mirroring skills
• Proactive approach and providing alternatives where necessary
• Follow-ups and delivering on promises made to customers
• Achieving the most from every scenario

Improving Customer Satisfaction & Retention

• Techniques to gain feedback from customers
• Evaluating customer feedback to establish areas needing service improvements

Telephone Customer Service

• Structuring calls
• Confident voice, expressive tone and professional language
• Positive and negative phrases
• Overcoming the barriers of communicating by telephone

Handling Difficult Situations

• Understanding why people can be challenging
• Keeping calm under pressure
• Taking control and leading situations forward
• Showing genuine interest and empathy
• Delivering bad news to customers
• Techniques to avoid issues escalating

Training Delivery

Course content is tailored to the needs of each person. Group practicals, case studies and discussions are used to ensure maximum participation from every delegate.

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• Training can be delivered at your premises or a venue of your choice throughout the UK.
• Course content and length is tailored to suit the needs of your staff.
• We design tailored group practical's to recreate 'real life' scenarios faced by your staff.
• Bespoke Course Manual and Hamilton Mercer Certificate Awarded.
  

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