An Introduction to Customer Service

Our 'Introduction to Customer Services' training course, can be delivered in a classroom setting or via webinar. It is possible for webinar recordings to be uploaded to an eLearning platform, along with supplementary resources, quizzes and case studies for future access.

Aims of the course

In today’s competitive marketplace, customer service can be the make or break of a business or organisation. Delivering careful and considerate customer service is increasingly important to differentiate you from your competitors and to ensure clients keep coming back for more.

This course will equip participants from all walks of business-life with the essential skills required to deliver superior customer service. As well as helping to identify the key components of customer service, participants will also be able to apply learning to their current roles. This popular course provides a good balance between theory and practice.

Who will benefit from attending?

As a learner-centred course, rather than a role-specific course, this training can be attended by individuals from any type of organisation and from any sort of role.  

  • Ref Nr:
    CSICS
  • Experience Level:
    Standard
  • Group:
    Main Group

Participants will learn to:

  • Appreciate the role and impact that customer service has on company reputation
  • Create service that goes beyond 'satisfactory'
  • Understand techniques for managing difficult and demanding customers
  • Identify key stages at which customer service is needed and the different forms it should take
  • Manage complaints effectively and positively
  • Use the 3 principles of exceptional customer service

Key topics covered:

  • Key themes in customer service research
  • Exceptional customer service - what is it and what isn’t it?
  • What happens if things goes wrong?
  • Rapport building First (and last) impressions count
  • Superior service questionnaire – how good are you?
  • In your customer’s shoes – what does the customer expect?
  • Role of emailing in customer services
  • Using assertiveness to respond to difficult situations – saying no; disagreeing and negotiation
  • Nature of anger and case study in dealing with angry people
  • Action planning

What's included?

The majority of our courses are customised and delivered in house. Our standard fee for customised course delivery over the duration of a day is £950.00, which includes diagnostics, course customisation to ensure the course meets the specific needs of your organisation, materials and delivery to groups of up to 15 people. This equates to a training investment of £65.00 per head. Certificates are issued upon completion of the training for all participants.

Need Customer Service training?  Then contact the South West training team to explore your training options.  We deliver training in house to business across the region, including Wiltshire, CornwallSomersetDevon and Dorset

Contact Us

Call: 0330 027 0207

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