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Outstanding Customer Service

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

Below is the course content for our outstanding customer service course:

  • What is outstanding customer service?
  • Exercise: sharing good / bad experiences of customer service
  • Identifying good practice
  • The importance of teamwork
  • 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
  • Effective listening skills
  • Communication Style
  • Handling angry / upset customers
  • Understanding customer behaviours
  • Email communication
  • Avoiding the common pitfalls of email communication
  • Customer Service Standards
  • Identifying key performance standards for customer service delivery
  • 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
  • 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
  • Identifying your own preferred communication style
  • Communicating effectively with all types of people
  • Managing our own responses effectively
  • Using assertiveness to handle aggression
  • Using a 4 step approach to structure an email
  • Adopting the right tone / using appropriate style