CUSTOMER SERVICE SKILLS Training Service
Introducing Principles of Outstanding Customer Service Includes many Scenarios and Role Plays
Training Course Description
“As to methods there may be a million and then some, but principles are few. The man who grasps principles can successfully select his own methods. The man who tries methods, ignoring principle, is sure to have trouble.”
~ Ralph Waldo Emerson
Every time you offer your service or products to another person, you become a customer service representative and that person is now your customer. Anyone involved in business or organisation therefore needs to know the principals of effective customer service skills. Knowing how to deal with customers in difficult situations, how to response to their requests or concerns or simply providing a positive and memorable experience for your clients helps you and your company to rise above the competition. Customer service is a skill which can be learned and mastered through practice and persistence.
This course introduces delegates to the core principles of customer services. By employing these values and adopting the correct attitude, delegates will be able to handle the vast majority of customer interactions with ease no matter how unusual or complicated they are.
The focus of the course is to teach handling customer service scenarios through a variety of examples as this is the quickest way that delegates learn. Examples are provided for many environments such as retail, face-to-face customer service, help-desk, client meetings, call centre support, medical support and so on. Delegates also explore a number of methods to handle customer complaints, learn how to say ‘no’ and discover how to tackle different challenges professionally.
In addition, related communication skills are also covered. Topics such as body language, correctly structuring sentences for maximum effect and communicating on the phone are discussed and best practices are shown.
The Philosophy Behind the Development of Customer Service Course
Learning This course is designed based on the latest research in psychology and proven methods in effective teaching. Our training materials are designed based on one central entity; the learner.
The course is designed from the bottom upbased on many practical exercises that the leaner will need to go through to learn the topic of the course. The objective of this approach is to make sure that the learner will learn everything on the day, not later. Repeatable exercises will help the leaner to memorise the content much more rapidly than traditional teaching allows. The learner will go back to the real-world armed with the lessons learned and can quickly implement the ideas in the field.
Customer Services The nature of Customer Services demands a lot of interaction. As a result, this course contains many group activities and one-to-one exercises, case studies and scenariosthat address the most common situations encountered by Customer Service Representatives. The scenarios make the course entertaining as well as educational. The learners are encouraged to be creative and come up with solutions themselves.
The latest research in training methodologies show that learners who participate in the learning process, as opposed to being told how to do something, are much more likely to remember and apply the skills later on. This increases the efficiency of the learning activity as well as the productivity of the learners, not to mention that employers will benefit greatly from their ‘trained’ staff whom can use their training effectively on the job.
Presentation As in any training environment, the trainer may present a number of slides. Training is not giving a lecture or presentation. Instead it is more about facilitating the learning process with interactive teaching. As a result, we design the presentation slides with this need in mind. The slides are deliberately designed to be highly visually and minimal at the same time. We are all too familiar by death-by-power point. Latest practices in giving presentations show that use of novel imagery, along with engaging captions, presented with lots of stories are much more likely to ‘stick’ than the traditional bullet point presentations.
We achieve this balance by providing both the textual and visual content necessary to make a state-of-the-art training. In addition, comprehensive scripts help the trainers to master the content in a short time and get ready to deliver the training as quickly as possible.
Unlike many in this field, we constantly update and monitor our methods and practices and align them with the latest cutting-edge research. Our passion is to understand the human nature and learn how to get the most from the skills we learn.
In this highly practical course delegates will learn:
Customer Service Principles
By the end of this course, participants will be able to: