IN-HOUSE CUSTOMER SERVICE SKILLS
During your inhouse customer service skills training course, your employees will complete their skills training with a clear understanding of the importance of delivering exceptional customer-service, and the skills and confidence to deliver high customer service standards across face-to-face, telephone and online effectively. A standard customer service training course covers the following aims and outcomes:
• To deliver improvements in customer service within the workplace.
Following this customer service skills course, employees’ will be able to:
• Understand and describe what excellent customer service looks like.
• Be able to recognise the barriers that hinder effective customer service.
• Acquire the skills needed to deliver exceptional customer service.
• Identify areas for improvement in order to promote service excellence.
Classroom exercises in customer service disciplines incorporate interactive learning interventions to practice customer service skills and develop key learning points within the comfort of your classroom environment.
The Importance of Customer Service
Questioning To Gain Understanding
Game: Customer Service Challenge
This exercise will explore how to ask a mixture of open and closed questions in order to gain a clear and accurate understanding of any situation
Internal Customer Service Challenges
Exercise: Customer Service Barriers
A group exercise to highlight significant barriers to delivering effective internal customer service and identify how to eliminate them.
Exercise: Perceptions: A training exercise in customer experiences and how to capture the actions which create lasting impressions with our customers.
Managing Difficult Customers
Exercise: Dealing with Difficult Customers: A group exercise to highlight challenging customer behaviours and effective ways of managing them
Exercise: Addressing Complaints: In this group exercise, team members examine common complaint scenarios and explore how these can be managed successfully
Your trainer for this course is: Helen Hinds MCIPD.
Both commercial and public sector firms have benefited from receiving customer service skills training from Helen Hinds. As a Chartered member of the Chartered Institute of Personnel and Development, Helen has empowered many organisations to deliver a high quality customer experience, leading to strong and positive customer relationships.
Having written an impressive portfolio of customer service courses for line managers, Helen brings a unique wealth of experience and insight to this customer service skills training course.