Customer Service Skills
Duration 1 day
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.
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
- Training Considerations
- Related Courses
- 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
Anyone working in service provision.
There are no pre-training requirements for this course.
Upon completion of the course, the delegates will receive a certificate of attendance.
Assertiveness: Building Confidence
Complaints Handling: Managing and Responding
Effective Communication Skills
Professional Boundaries and Good Practice