Aims

This course is aimed at Receptionists, Help Desk, Front Line Customer Service and anyone in an organisation with customer contact.

Objectives

This workshop is aimed at anyone with customer contact to become aware of the importance of both the internal and external customer. It will provide delegates with a disciplined, professional approach when dealing with customers.

Please note this is the standard course outline. For in-house training we can bespoke this course to your specific needs.

What will I learn?

Customer Care

Learn how to:

  • Why people do business with your organisation
  • Needs versus wants
  • The professional image and customer perceptions
  • Understanding who are your most valuable customers
  • Ingredients of positive customer care and their benefits
  • Achieve a high standard of customer care for all customers
  • Use questioning techniques, body language and listening skills to create a positive attitude
  • Building a rapport quickly and making every enquiry count
  • Causes of bad service
  • Dealing with customer complaints and difficult customers
  • Dealing with customers with ‘special requirements’ e.g. elderly, anxious etc
  • Turning your most valuable customers into your most loyal
  • Create opportunities for feedback

Telephone Techniques

Learn how to:

  • Advantages and disadvantages of using the telephone
  • Golden rules on the telephone
  • The absence of body language
  • Incoming call structure
  • The best way to transfer calls
  • When to put callers on hold
  • Taking messages accurately and deal positively with requests
  • Take responsibility to ensure the caller’s needs are met
  • Making telephone calls

Presenting in different scenarios

Learn how to:

  • Effective questioning techniques
  • The art of listening
  • Positive phraseology
  • Same words … different meaning
  • Solving customers’ problems

How we deliver

Training can be delivered at your offices in either of the following ways:

  • Online

    Online training is ideal if you have staff in different geographical locations who have the same Microsoft or Adobe training requirements.

    Our expert trainers can deliver Watch and Learn sessions to up to 100 people. Alternatively, they can produce an interactive session that allows delegates to complete practical exercises within the Microsoft or Adobe apps of your choosing.

  • Face to face

    Choose from one or half day training sessions or our popular 90-minute Sprint sessions, which can be delivered in your offices or at another location of your choice.

    All we need is a room with a table and chairs and we look after the rest. We can even provide laptops and a projector should you not have spare IT equipment to use.

Sprint learning

Short on time, but still want to boost staff performance?
Book a Sprint Session!

Each Sprint Session follows a 90-minute format for ultra-focused team learning.

Pick a topic, tell us what you want to achieve from your session, and we’ll put together a short, fun, entirely bespoke programme that meets the needs of your team.

Designed to cater for 10-15 delegates at a time

Developed by our team to cover the subject matter of your choice

Delivered online or face-to-face

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