Customer Service Skills
For Organisations Only
In-house training
- Face-to-face (flexible structure <15 people)
- Live virtual (flexible structure <15 people)
- Conferences and events (<500 people)
- Webinar (1hr introduction <1000 people)
- With or without actors
- Fully customisable
Customer Service Skills Training – 2 Days
This two-day development programme is for teams and individuals who work with customers either face to face, or in a call centre environment.
The content will enable a uniformed and consistent approach to caring for the customer who may make contact by email, phone, chatline, or in person. Key learning techniques are practical and readily useable in any customer service workspace. Content will include the client’s own complaints handling procedure to ensure learning is appropriate to participants.
Course Content
Communication essentials
Whether greeting the customer by phone or in person, helping customers to feel welcome is the perfect place to start. Additional communication skills will ensure customer care agents know how to understand a customer requirement quickly and concisely using a range of questions. Listening plays a key part of the tools needed to support customers whatever they requirement. Participants are involved in practical experiential learning activity to embed the skills and know-how.
Dealing with complex customer issues
The content moves into dealing with more complex customer problems for example: dealing with pricing, invoicing or even delivery issues. Participants design a range of useable questions to get to the heart of the customer problem as quickly as possible.
Complaints handling
Customers are twice as loyal if their complaints are handled quickly and efficiently. We cover this important topic using the client’s own complaints handling policy and procedure. In addition, we explore the importance of taking responsibility to keep the customer informed of the complaints journey by providing updates, feedback, and outcomes. Some customer complaints come with a potential for conflict to emerge, so we include skills to deal with the customer in a calm manner and techniques to avoid conflict or negative outcomes.
Stress management
The role of a customer service agent is complex and at times challenging. How to use stress management techniques at your desk, provides practical, quick, and effective ways of dealing with stress.
Email etiquette and chatline guidelines
Understanding the etiquette for preparing and responding to customer emails is a useful skill. We provide a set of guidelines for both emails and chatline interactions. Following formal input participants are hands on with preparing emails and chatline content in response to scenarios. To round off the programme we explore how we can go the extra mile, participants discuss practical things we can do to impress the customer. Following the review of the activities, we invite participants to think forward and consider a team and individual action plan.
Let's get started...
Contact us with your availability for a call and we will send you a proposal, programme outline and quotation for your learning and development project.
Use Actors in Your Training
Through clever script writing, goose-bump inducing delivery and professional facilitation we can bring so much to life. We stimulate emotion, penetrate the long-term memory and create lasting change.
When we use live drama, we are able to have the actors play out the scenario and then be hot seated for the audience to ask them questions whilst they remain in character. Hot seating works so well because actors work with a pre-rehearsed backstory, so they are able to respond in character. They progressively reveal unexpected elements of their story that will not have previously been told. It can bust assumptions that the audience might have made based on the scenario (situation) but not fully understanding the impact at first sight.
Using actors in this programme enables us to bring to:
- See a typical situation from a different perspective
- Give attendees a chance to challenge the actors whilst they are still in character
- Demonstrate that things aren’t always what they seem at first glance
- Provide delegates with an opportunity to test out alternative ways of approaching different situations
- Create an experience which stays in the long-term memory
Case Study
Kuwait Fund for Arab Economic Development
Upskilling engineering, architectural and bio-medical graduates“I want to take the chance to thank you again for this wonderful course, it’s been my absolute pleasure and honour to be trained by you. I honestly learned a lot during this week, I hope we will keep in touch.”
READ CASE STUDY