Soft Skills - Customer Care

Soft Skills - Customer Care Training

Soft Skills - Customer Service

Course Overview

To enable all delegates to provide a professional, courteous and efficient service to both internal and external customers.

Audience:

A course for anyone working in a customer service department and /or a service industry company.

Duration:

This is a 1 day Customer Service Course. The course starts at 09:30 and runs until 16:30. Alternate timings can be arranged upon request. The course can be held on a date that suits you.

Location:

Our Customer Service  course can be run at our training venue near Liverpool Street  (London) or any preferred location in the UK or Europe.

Customer Service Course Outline

INTRODUCTION

Overview of the importance of providing a good customer service

CUSTOMERS DEFINED

External Customer

Internal Customer

TYPE OF / CUSTOMER CONTACT

Telephone

Face to face

E-mail / Voice Mail/ Fax

On/Off site visits

Considerations

FIRST IMPRESSIONS

Meeting customers at your premises

Meeting customers at their premises

Outgoing telephone calls

Incoming telephone calls

Other methods of contact

incoming / outgoing

COMMUNICATION SKILLS

Effective communication

Example of good and bad communication

PROBLEM SOLVING

Owing the problem

Keeping on top of the situation

Keeping your customer informed

Handling difficult situation

ROLE PLAY – THE DIFFICULT CUSTOMER

Dealing with a face to face situation

Handling a difficult call

Keeping control/ being assertive

The ideal outcome

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One to One

(which includes a tailor-made training programme for the individual where they can mix and match the topics from various levels to get the most cost-effective training

Group for up to 8 learners
The Course outlines on our website are standard, however, we would be happy to tailor them to your specific requirements. Please call us on 020 3696 2796 or send us a message to discuss further.

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Extras

This is a sample of some of the Short training videos. Please note that you can get access to many more, once you have done a course with us and are registered as one of our delegates.