Delivering Excellent Customer Service

Aims & Objectives

Our Delivering Excellent Customer Service course teaches you a disciplined, professional approach when dealing with customers and the importance of internal and external customers.

It is ideal for anyone whose role involves contact with customers, such as Reception staff, Help Desk staff, Front Line Customer Service.

It teaches you the importance of both the internal and external customer and teaches you how to develop a disciplined, professional approach when dealing with customers.

Please note this is the standard course outline. For in-house training we can tailor the content to your organisation’s needs.

What will I learn?

Customer Care

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

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

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

How We Deliver

We currently deliver all training online to comply with the Government's guidelines.

Online training works well for businesses whose staff are mainly working from home.

It allows us to train all of your staff with the same training needs at the same time. Your people simply log on from home, using details provided in advance by our team.

Choose from Watch and Learn sessions for larger groups or interactive hands on sessions for smaller groups.

When permitted we also offer face to face training at your offices.

All sessions can be customised to a half day or 90 minute sprint session and tailored to fit your needs, covering the topic(s) within a course that are most important to your business.