Customer Service Essentials

Who Should Attend

This workshop is designed for customer service teams but equally would suit anyone who interacts with customers either in person or indeed on the telephone. The aim of the workshop is to provide you with a comprehensive framework and customer service toolkit.

Benefits

By attending this one-day workshop you will learn best practice customer service skills and techniques that you can put into practice in the workplace immediately. You will learn special methods to demonstrate empathy with the customer and build rapport as well as gaining confidence to deal positively with difficult and demanding customers.

Learning Outcomes

• Making customer service second nature
• Identify opportunities to improve service levels
• Good and bad service examples
• Listen, show empathy and build rapport
• Get to know the customers’ requirements
• Build the relationship and communications
• Manage complaints and difficult situations
• Build an assertive approach
• Develop a personal action plan
• Body language and NLP techniques