You will be able to identify outstanding customer service and develop strategies for improving and enhancing service levels, manage telephone and email conversations professionally and handle customer concerns positively. This course will help you to provide a consistent approach to customer service.

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By the end of this one day workshop participants will be able to:
• Identify what outstanding customer service looks like and sounds like
• Develop strategies for improving and enhancing service levels
• Structure and manage telephone conversations confidently
• Use email in a professional manner
• Handle customer concerns positively
• Recognise different communication styles and adapt their own style as appropriate
• Achieve a consistent approach to customer service

What is outstanding customer service?
Exercise: sharing good / bad experiences of customer service
Identifying good practice

The importance of teamwork
Individual self assessment questionnaire ‘Am I a good team member?’

Internal customer service
Making sure internal communication is seamless

What values do we demonstrate?
Making customer service tangible /putting customers at the centre of our decisions and behaviours

Building rapport
What is rapport?
Striking the right balance between informal and formal communication

Communication methods
Using the right medium for the message – advantages / disadvantages of using the phone and email

Telephone Communication
Appreciating the importance of voice tone and words
Structuring a phone call
Using positive and professional language
Setting the agenda for the conversation
Understanding customer needs – asking the right questions in the right way
Ending a call positively
Effective listening skills

Communication Style
Identifying your own preferred communication style
Communicating effectively with all types of people

Handling angry / upset customers
Understanding customer behaviours
Managing our own responses effectively
Using assertiveness to handle aggression

Email communication
Avoiding the common pitfalls of email communication
Using a 4 step approach to structure an email
Adopting the right tone / using appropriate style

Customer Service Standards
Identifying key performance standards for customer service delivery


There are no pre-requisites for this course.