Customer Service Skills - 14th May 2019

The course will cover customer services skills, communications skills  and complaint handling. The benefit of taking part in this training is that it will help staff increase their confidence in building relationships and communicating effectively towards customers as well as helping staff to handle dissatisfied customers more assertively, offering reassurance and resolutions, excelling the customer’s expectations and managing customer expectations where their complaint cannot be satisfied immediately.

The training will include;

  • What is the standard of customer service that should always be delivered?
  • The keys to managing customer expectations when there is a gap between what the customer expects and what can actually be delivered
  • Building rapport, trust and a relationship with the customer
  • Communication – raising awareness of what the body language, voice and words that we use say about us and how we deal with others
  • Listening to the customer, instead of just hearing; overcoming natural barriers to listening
  • Questioning skills – asking the right questions to show we understand and to uncover the main concerns or difficulties
  • Handling customer objections, using empathy phrases and techniques to help us stay in control of our emotions so we can defuse heated situations and anger, therefore retaining our credibility and understanding of the customer’s situation.
  • Defusing the customer’s anger and validating their concern, whilst offering a resolution and instilling confidence and reassurance in the customer of reliability and delivering what is promised
This session uses a mixture of direct teaching, interactive sessions and practical activities which will be used to help candidates to fully demonstrate their learning.
At the end of the workshop delegates will go away with a booklet of the workshop handouts, and some actions to implement and review. As well as a certificate of attendance.
Duration – Registration 8:45am for a 9.00am start. Approximate finish 4:30pm
Location – Epsilon House, West Road, Ransomes Europark, Ipswich, Suffolk, IP3 9FJ. Car parking is available.
Cost – £140 + VAT per delegate includes refreshments, lunch, and Customer Service Skills attendance certificate.
* Group Discount – eligible for bookings of two or more *
For full details or to book your place please contact Bianca on 01473 276170 or email