Type of Training Course

In - house at your premises for up to 10 delegates. We travel nationwide.

 

Duration

1 day, typically 9.30am to 4.45pm but can be flexible to fit into shift patterns of staff.

Objective

To raise the awareness of customer service and assist delegates in providing exceptional customer care.

 

Who Should Attend?

All staff who directly come into contact with customers and clients, both face-to-face or on the phone. The customer service training course content below can be honed to suit staff in Contact Centre support (Customer Service Agents).

 

This training course has also been used for promoting the development of internal customer care e.g. for I.T. Help Desk Advisors.

Training Course Content

• Nature of customer service - the facts and the myths
• The 3 Principles of superior customer service - ‘Delighting rather than satisfying’; ‘People buy people’; ‘First (and last) impressions count’
• Examples of exceptional customer service.
• Consequences of poor service.
• How Good a Superior Service Provider Am I? Questionnaire - a 16 point checklist of personal behaviour that differentiates the ‘Customer Delighters’ from the ‘Customer Satisfiers’
• Nature of communication - what it is and why it goes wrong
• Importance of ‘first impressions’, as viewed from the customer’s standpoint.
• Giving customers the wrong impression.
• Putting yourself in the customer’s shoes.
• Factors of good and bad communication on the telephone.
• Listening versus hearing.
• Active listening skills on the phone.
• Factors of voice that add and detract from the message and image being portrayed.
• Differences between assertive, aggressive and passive behaviour
• 3 steps to assertive behaviour to get difficult messages across in tactful, respectful manner.
• Coping with anger and complaining customers.

 

We can tailor the key objectives to your specific needs. Contact us with your needs.

 

Training Course Features

 

• A feature of the customer service training course is the use of a Knowledge/Skill Checklist - a list of the knowledge and skills being developed. Delegates rate themselves at the start and finish of the training course to establish the extent to which they have benefited. This also gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs.
• Delegates will be supplied with full support documentation, supplied in spiral bound format.
• A mini exhibition of interpersonal skill books, additional handouts and ‘hints and tips’ sheets will be provided in the training room, for delegates to visit during ‘down-time’ e.g. at breaks; finishing an exercise before others.
• Prior to delivery of the customer service training course, we would host a telephone meeting with you to establish the nature of the delegate’s roles, their strengths and development areas and any areas of the course you would like us to emphasise.

 

About the Trainer

Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 20 years experience of interpersonal and managerial skills training in commercial and non-commercial organisations. Bryan is a Graduate member of the Chartered Institute of Personnel and Development and has considerable experience in developing customer service staff who are both customer-facing and telephone contact. Bryan personally delivers all the training.

 

Bryan travels extensively across the U.K. to deliver training, as well as delivering in local areas such as Worcestershire, Warwickshire, Gloucestershire, Wales and the West Midlands.

 

Costs

Typically £550 per day for up to 4 delegates plus VAT and expenses (travel plus possible (budget) accommodation, depending on location). Costs exclude any venue costs (hire of rooms / catering) or equipment (e.g. Powerpoint projector).

 

Any further questions about Customer Service training or to book

phone Bryan Edwards, the Trainer, on 07747 602215.

Alternatively email on info@abctrainingsolutions.biz

 

Other courses you might be interested in

Telephone techniques

Receptionist skills

Time management

Assertiveness at work

Training Courses

We Deliver at your Premises

 

EXCEPTIONAL CUSTOMER SERVICE

“A satisfied customer. We should have them stuffed!”

BASIL FAWLTY.

Perhaps this cynical attitude towards customer service is just true of a fictional comedy series.  However in today’s increasingly competitive markets, delivering exceptional customer service is increasingly important to differentiate you and your competitors. This course helps customer service providers understand the importance of their role and develop essential skills required to deliver superior customer service i.e. service which doesn’t just satisfy, it delights! - the words used, the way they are used and the actions taken to fulfil our customer expectations.

 

Really good customer service doesn’t necessarily take time, but it does take skill. This course is aimed at developing those skills, including tackling the more difficult situations – when we need to respectfully say no to our customers or when something has gone wrong in the service chain and we need to turn around an angry, complaining customer.

Delegate comments

“Pace was good and the content met our requirements exactly”

“I enjoyed every aspect of the training. It was very valuable”

“It was very good. I will take on board the pointers and develop myself even more”

“Very enjoyable and informative”

“Bryan is an excellent effective coach”

“Great training - very knowledgeable and encouraging trainer”

ABC Training Solutions provides cost effective training courses in customer service at your premises. We work both uk-wide and locally in West Midlands, Worcestershire, Gloucestershire, Warwickshire and Wales. We also design and market a range of course material for trainers and ebooks for individuals.