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