Helping you and your business achieve more

Customer Service Skills

Dealing with customers and clients and their expectations

Aim of the Course

Customer expectations for service excellence are increasing and you need to be able to keep pace with if you are to maintain and grow your business.

Learning Outcomes

At the end of the course delegates will be able to:

• Empathise with their customers
• Build Effortless Rapport with their customers
• Use effective questioning and listening techniques
• Recognise the importance of non-verbal communication skills
• Recognise the importance of the lifetime value of a customer
• Write to their customers effectively and efficiently
• Use techniques and strategies to handle customer complaints
• Use assertiveness techniques to build effective relationships with others

Who Should Attend?

• Staff who deal with customers on a daily basis face to face
• Telephone sales and service advisers
• Helpdesk operators
• Staff who are responsible for responding to emails and correspondence

Duration

• ½ or 1 day

Personal Skills

• Presentation Skills
• Influencing Skills
• Managing Meetings More Effectively
• Time Management
• Communicate with Confidence
• Customer Service Skills
• Handling Customer Complaints
• Communication Skills
• Back to Training and Development

Improbiz provides Business Coaching and Leadership Management Training across South East England through Surrey, Kent, Sussex and Hampshire including Pulborough, Horsham, Brighton, Chichester, Portsmouth, Guildford, Tunbridge Wells and Maidstone. Services also include Business Support and Advice and training courses for Management and Leadership, Development & Marketing, Finance and Personal Communication Skills.