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Customer Service Skills Duration 1 day Course Overview This one-day course has been developed for anyone working in service provision. Its objective is to provide delegates with an understanding of the principles, attitudes and skills essential for delivering an excellent customer experience. It also explores aspects of the Care Act as it relates to the topic, best practice, and some aspects of the psychology of customer service. Throughout this section of the training reference will be made to how an assertive approach can assist delegates to achieve effective customer service, stay within organisational boundaries, be more confident in the interactions with customers and deal with difficult customers. Learning Outcomes This course aims to provide delegates with the skills to: Identify different types of customers Recognise the impact of good and bad customer service Develop strategies to manage customer expectations and exceed them Respond to complaints in a positive manner Utilise the eight customer service competencies Methods of Delivery This course uses a mix of trainer presentation and intra-group learning to increase knowledge and skills. Visual aids will support the trainer presentation, and learners' input will be encouraged through plenary and subgroup work. Course Content Audience Training Considerations Certification Related Courses Course Content Understanding customers and their expectations The impact of good customer service Meeting and exceeding expectations Customer service competencies Eight steps to excellence Dealing with difficult customers Managing complaints Working together Target Audience Anyone working in service provision. Training Considerations There are no pre-training requirements for this course. Certification Upon completion of the course, the delegates will receive a certificate of attendance. Related Courses Assertiveness: Building Confidence Complaints Handling: Managing and Responding Effective Communication Skills Professional Boundaries and Good Practice

Customer Service Skills

Duration

1 day

Course Overview

This one-day course has been developed for anyone working in service provision. Its objective is to provide delegates with an understanding of the principles, attitudes and skills essential for delivering an excellent customer experience. It also explores aspects of the Care Act as it relates to the topic, best practice, and some aspects of the psychology of customer service. Throughout this section of the training reference will be made to how an assertive approach can assist delegates to achieve effective customer service, stay within organisational boundaries, be more confident in the interactions with customers and deal with difficult customers.

Learning Outcomes

This course aims to provide delegates with the skills to:

Identify different types of customers

Recognise the impact of good and bad customer service

Develop strategies to manage customer expectations and exceed them

Respond to complaints in a positive manner

Utilise the eight customer service competencies

Methods of Delivery

This course uses a mix of trainer presentation and intra-group learning to increase knowledge and skills. Visual aids will support the trainer presentation, and learners' input will be encouraged through plenary and subgroup work.

Course Content
Audience
Training Considerations
Certification
Related Courses

Course Content

Understanding customers and their expectations
The impact of good customer service
Meeting and exceeding expectations
Customer service competencies
Eight steps to excellence
Dealing with difficult customers
Managing complaints
Working together

Target Audience

Anyone working in service provision.

Training Considerations

There are no pre-training requirements for this course.

Certification

Upon completion of the course, the delegates will receive a certificate of attendance.

Related Courses

Assertiveness: Building Confidence
Complaints Handling: Managing and Responding
Effective Communication Skills
Professional Boundaries and Good Practice


Customer Service Skills Duration: 1 day Course overview: This one-day course has been developed for anyone working in service provision. Its objective is to provide delegates with an understanding of the principles, attitudes and skills essential for delivering an excellent customer experience. It also explores aspects of the Care Act as it relates to the topic, best practice, and some aspects of the psychology of customer service. Throughout this section of the training reference will be made to how an assertive approach can assist delegates to achieve effective customer service, stay within organisational boundaries, be more confident in the interactions with customers and deal with difficult customers. Learning Outcomes: This course aims to provide delegates with the skills to: · Identify different types of customers · Recognise the impact of good and bad customer service · Develop strategies to manage customer expectations and exceed them · Respond to complaints in a positive manner · Utilise the eight customer service competencies Methods of delivery: This course uses a mix of trainer presentation and intra-group learning to increase knowledge and skills. Visual aids will support the trainer presentation, and learners' input will be encouraged through plenary and subgroup work. LEARNING OBJECTIVES · Understanding customers and their expectations · The impact of good customer service · Meeting and exceeding expectations · Customer service competencies · Eight steps to excellence · Dealing with difficult customers · Managing complaints · Working together TARGET AUDIENCE Anyone working in service provision. TRAINING CONSIDERATIONS There are no pre-training requirements for this course. CERTIFICATION Upon completion of the course, the delegates will receive a certificate of attendance. RELATED COURSES Assertiveness: Building Confidence Complaints Handling: Managing and Responding Effective Communication Skills Professional Boundaries and Good Practice

Customer Service Skills
Duration: 1 day

Course overview:

This one-day course has been developed for anyone working in service provision. Its objective is to provide delegates with an understanding of the principles, attitudes and skills essential for delivering an excellent customer experience. It also explores aspects of the Care Act as it relates to the topic, best practice, and some aspects of the psychology of customer service. Throughout this section of the training reference will be made to how an assertive approach can assist delegates to achieve effective customer service, stay within organisational boundaries, be more confident in the interactions with customers and deal with difficult customers.

Learning Outcomes:

This course aims to provide delegates with the skills to:
· Identify different types of customers
· Recognise the impact of good and bad customer service
· Develop strategies to manage customer expectations and exceed them
· Respond to complaints in a positive manner
· Utilise the eight customer service competencies

Methods of delivery:

This course uses a mix of trainer presentation and intra-group learning to increase knowledge and skills. Visual aids will support the trainer presentation, and learners' input will be encouraged through plenary and subgroup work.

LEARNING OBJECTIVES
· Understanding customers and their expectations
· The impact of good customer service
· Meeting and exceeding expectations
· Customer service competencies
· Eight steps to excellence
· Dealing with difficult customers
· Managing complaints
· Working together

TARGET AUDIENCE
Anyone working in service provision.

TRAINING CONSIDERATIONS
There are no pre-training requirements for this course.

CERTIFICATION
Upon completion of the course, the delegates will receive a certificate of attendance.

RELATED COURSES
Assertiveness: Building Confidence
Complaints Handling: Managing and Responding
Effective Communication Skills
Professional Boundaries and Good Practice