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Customer Service Skills

This Customer Service Skills training course is a 1 Day public programme, designed for people involved in communicating with customers / clients and will focus on enhancing their skills and confidence in handling customer interactions face-to-face, over the phone or by email.
This course will enable participants to increase their effectiveness in information exchange, active listening, relationship building, complaints handling, and generating greater customer satisfaction and loyalty.

Product Code:
LD29
Duration:
1 Day
Times:
09:30-16:30
Cost Includes:
Training course materials and after-training support
Contact Name:
Sinead Landers
Venue:
Limerick
Date:
X €295.00
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Course Contents:

Introduction

  • What is Customer Service?
  • Why Customer Service matters?
  • What’s different about Good Service?

Face to face Customer Communication

  • One-way communication
  • Effective Customer Communication is two-way (with feedback)
  • Listening Skills – exercise
  • Listening skills – build relationships
  • Diagnostic listening
  • Good communication practice

Customer Service by Telephone

  • Callers want CASH (Convenience, Action, Speed, Hassle-free)
  • Plan
  • Be equal
  • Reduce stress
  • Control interruptions
  • Delegate
  • Take the lead
  • Ask questions
  • Use precision endings
  • Call them before they call you

Customer Service by E-mail

  • Purpose
  • Content
  • Presentation
  • Style
  • E-mail tips

Handling and dealing with Complaints

  • Benefits of complaints
  • Common causes of complaints
  • What to do and what not to do with complaints
  • Dealing with angry customers

Best Practice Customer Service

  • Exceeding customer expectations
  • Building rapport with your customers
  • Rapport building and consistency
  • Measuring of customer service
  • Top 10 little things that make a bid difference to customer service
  • Other things that make a difference

This Customer Service Skills training programme would be of interest to people new to dealing with customers or employees who already  deal with customers and wish to refresh their service skills whether by phone, email or Face to Face or for any individuals who wish to enhance their skills and knowledge of this area.

Classroom based, instructor lead, practical hands on course.

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