Customer Service

Our customer service course will help your staff understand the importance of and their input to the retention of existing valuable customers, the generation of profitable new customers and reduction of the high costs of replacing lost customers; vital to any business success. Everyone knows in business how important customer service really is, but not everyone does something about it.Using online, workbook or workshop delivery the training programme is usually structured as follows;Online — 2 days in our IT suite (concurrent or not more than 2 weeks apart to help aid learning and retention)Workbook — provided section by section over an agreed period of time for candidates to work through. The workbook includes Knowledge Questions for each section so our trainer can identify, assess and monitor progress, areas of development and provide feedback to the candidate and employer.Workshop — a 2 day trainer led course delivered to a group of candidates (concurrent or not more than 2 weeks apart). This type of delivery is of course subject to the required number of candidates per course.

Course/Programme Content:

• Module 1: It’s All About Customers

This module includes: the importance of customer service, the cost of losing customers and the benefits of retaining and gaining new customers, rights and responsibilities, and setting standards.

• Module 2: Lasting Impressions

This module helps you with first contact with the customer and how to be prepared. It outlines the importance of being positive and personal, with help on using the telephone and building relationships.

• Module 3: Understanding Customers

This module focusses on internal customers (customers within your organisation), and includes active listening, asking customers the right questions, and clarifying your understanding of your customers needs.

• Module 4: Helping Customers

Module 4 shows you how to provide a proactive service and continues the theme of Module 3’s communicating effectively. Module 4 shows you how to sell through your service, how to improve your service and how to make initial contact.

• Module 5: Keeping Customers

Module 5 includes information on keeping customer records, dealing with customer feedback, problem solving, after sales service/follow up and the importance of keeping promises to your customers.

• Module 6: Problem Solving

This module helps you to handle dissatisfied customers, more problem solving techniques and handling difficult situations and difficult customers.