Course length

1 day

Why come on this course?

This course will help you deal with the day-to-day challenges of providing quality customer service.

Who is it for?

This course is designed for anyone with contact with internal or external customers face-to-face. The recommended maximum is 12 delegates.

What will I learn?

By the end of this course you will:

  • Create and maintain a professional customer service
  • Communicate effectively with all customers
  • Develop positive customer relationships
  • Deal with customer complaints positively
  • Understand the relationship between internal and external customers
  • Enhance the reputation of the company

Course contents

Providing a quality service

  • Identifying good and bad customer practice
  • Finding out what your customers want
  • Making the customer feel valued
  • Exceeding expectations

Communicating positively

  • First impressions
  • Positive body language
  • Active Listening skills
  • Establishing rapport with the customer

Managing customer complaints

  • Understanding the customer’s problem
  • Showing the customer that you are listening
  • Saying “no” constructively

Relationship between internal and external Customers

  • Behaviour breeds behaviour
  • Impact of negative internal customer care

What our delegates say

"Enjoyable, useful and interesting day. Very well delivered, thank you!" – Metropolitan Police

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