Customer Service

Customer Service – The Good & The Bad

Half Day Course

This customer service course is designed to help improve the customer service skills of those working or wishing to work in customer service.

All businesses, whether they operate face-to-face, over the phone or by e-mail, should strive to give their customers the best experience they can in order to grow their business and keep customers returning again and again. This course aims to provide those who work or wish to work in the customer service industry with the information and skills needed to go above and beyond the customer service current provided.

In this course delegates will draw on their experiences to help understand customer expectations, they will match expectations to services values of the organisation they work for or wish to work for. They will then explore and consider the service they are currently delivering and identify ways to improve on this.

Course Objectives

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

  • Explain why customer service is important

  • Explain good and bad customer service

  • Identify key customer expectations

  • Link customers expectations with the customer service values of their organisations or prospective organisations

  • Identify individual action to be taken to ensure the service they provide to customers is even better than they currently provide

  • Identify possible action their organisation can take to ensure that customer service is even better than presently provided.

Training Course Contents:

Why bother with customer service? – Delegates will discuss this question and consider the benefits of good customer service to the organisation and its employees.

Good and bad customer service – Delegates are encouraged to consider their own experiences as customers to help them understand customer expectations.

Sandwiches – Delegates analyse a case study and are encouraged to consider the consequences of having unhappy customers who do not complain.

Living the values – There are two options for this session depending on whether your organisation already has published customer service values.

Mind the Gap – Whichever route you took in the last session the programme concludes by asking delegates to consider how they are matching up to their own customer service values and by facilitating a discussion on how they can close any gaps that exist.

Who should attend this course?

This course is suitable for all those who engage with customers either internally or externally. It is also suitable for those who wish to improve their customer service skills or work in the customer service industry.

Costs include: – tuition, a delegate workbook and an attendance & completion certificate.

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