Customer Service Course
Build your confidence and create positive customer experiences, manage customer expectations, handle difficult customers and make the most of every customer contact.
- Maximum 8 Delegates
- Two Trainers per Course
- Money Back Guarantee
Excellent course! It was structured to include all the attendees but also to give each one of us individual and constructive feedback. I came away with positive suggestions which I am endeavouring to apply to both my work and personal life.
This course helps you with
Defining Good Customer Service
Finding The ‘Human Moment’
Dealing With Abuse
Gaining Confidence
Delivering A Positive Experience
Listening and Responding
Building Customer Loyalty
Handling Difficult Customers
Using Empathy
Taking Care Of Yourself
Talk To Us About This Course
- Call us
- +44 (0)20 7226 1877
Book this Customer Service Course
This course is only available as one-to-one skills training.
Please contact us to discuss further options.
If you want to book 4 or more people on to a single course, please contact us:
- Call +44(0)20 7226 1877
- Email enquiries@impactfactory.com
Location
London Training Rooms,Suite 121
Business Design Centre,
52 Upper Street,
London, N1 0QH
Running time
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This customer service training course is for anyone who has contact with customers, whether face-to-face, remotely, over the phone, or electronically.
It will build your confidence and enable you to create positive customer experiences, manage customer expectations, handle difficult or abusive customers, and make the most of every customer contact.
You’ll gain the skills you need to develop customer loyalty and we’ll teach you how to take care of yourself and feel confident in any customer situation.
Course Benefits
This Customer Service Course is limited to 8 delegates ensuring personal attention to everyone on the course.
2 quality trainers per group means a total focus on you.
Customer Service Course
DAY ONE:
Learn how to feel confident in any customer situation
- Good Customer Service
- Triggers
- Understanding Customers
- Empathy
- Emotion vs Objectivity
- Customer Service Scenarios
- Moments of Truth
- Customer Service Cycle
- What’s The Payoff?
- Defusing Phrases
- Head and Heart
- How Do I Let Go?
Good Customer Service
The Good, The Bad and the Ugly
What happens when it’s good?
What happens when it’s bad?
Triggers
What gets to you?
What’s most difficult to deal with?
What would you like to say?
Understanding Customers
How people behave when they feel threatened or face loss
Empathy
Let the customer feel heard while setting your own clear boundaries
Emotion vs Objectivity
Calm down an over-emotional customer
Customer Service Scenarios
Scenarios you’ve encountered in the past
Current scenarios
Moments of Truth
What happens in your organisation?
What safeguards could be put in place?
Customer Service Cycle
Simple way of looking at the entire customer interaction
What's the Payoff?
What it feels like to delight a customer
The knock-on effect
Defusing Phrases
Phrases to help defuse tricky situations
Head and Heart
Solving someone’s problem from the head, the heart or a combination of both
How to choose the appropriate response
How Do I let Go?
Feelings, frustrations and residue of a difficult or even abusive experience
This has to be the best customer services training I have ever attended. The course was made fun and I felt comfortable enough to participate and enjoyed it. I thought it would have been boring, but the scenarios and role play implemented the learning process.
Excellent course! It was structured to include all the attendees but also to give each one of us individual and constructive feedback. I came away with positive suggestions which I am endeavouring to apply to both my work and personal life.
