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Customer Service | Training Course

Our course will give you the tools to deliver exceptional customer service.
Learn the skills you need to keep your customers happy.

PERSONAL DEVELOPMENT EXPERTS | PROFESSIONAL TRAINING | SMALL COURSE SIZES | LONDON & LIVE ONLINE

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Private Training

Private Training

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Need a training session for just you, or perhaps your whole team?

Book a course with an expert trainer at a time and location that suits you. Courses available online, at your offices, or at our London training centre.

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Tailored Training

Tailored Training

Book Now From £899 + VAT

Need something a little different from our standard course outline?

We can focus any of our courses on you or your team's needs. Find out how we can help you meet your goals with a tailored course.

Customer Service | Training Course

Course Takeaways
Course Info

Course Offering

Course Takeaways
Takeaways

What will I learn?

  • Assessing situations effectively
  • Recognising potential conflicts and challenges
  • Mastering good communication skills
  • Developing assertiveness for difficult situations
  • Finding resolutions and influencing customers
  • Free digital course assets
  • Free post-course helpdesk support
Course Takeaways
Learner Reviews

How good is the course?

  • Average Score 5 out of 5
  • Delicious lunch provided
  • Certificate of Achievement
  • 2 reviews

Introduction

• What is good customer service?

• What is the customer expecting?

• What is the difference between good and outstanding customer service?


Customer service issues

• Spotting a problem

• What is a difficult customer?

• What is a good outcome for the situation?


Assessing the situation and challenges

• Recognizing behavioural signs and situations that signal potential conflict

• The Wall of Challenge

• What is empathy?

• Anticipating and preventing conflict


Good communication

• Building rapport with a customer

• Using your own communication tools

• What is Active Listening?


Using three steps to ensure you provide good customer service

• Step 1: Questioning

• Step 2: Listening

• Step 3: Clarifying understanding

Developing your assertiveness

• Assertiveness at work

• Managing difficult situations

• Using your own confidence to de-escalate a situation

• Taking control of the conversation


Finding resolution

• Understanding the customer's issues

• Considering possible solutions

• Presenting possible solutions

• Moving to resolution with a customer

• Influencing customers and showing concern


Questions and answers


This course is also available as a private course. If you wish we can tailor the content for your team. Please contact us for more details.

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"Michael was very friendly and super informative, he answered all my questions and gave great advise. Looking forward to hopefully seeing him again on my next course. Very knowledgeable and a great asset to Media Training"