Customer Service Training
We tailor all our courses to reflect the needs of the delegates on the day. Delegates will gain thorough knowledge and understanding of customer service practices and become confident in handling enquiries, complaints, and communications.
Good customer service is vital for all businesses, large or small. It can have a direct impact on customer loyalty and where potential customers choose to spend their money. Simply put, the higher quality customer service you provide, the higher level of customer satisfaction you will enjoy, and that will translate into repeat business and more revenue.
This course introduces the basic concepts of customer service and explores effective customer service techniques and practices. It will benefit anyone who deals directly with a business or customers.
Upon completion of this customer service course, you will know the essential factors that are important in customer service and develop a customer-friendly approach that is right for your business. Delegates will study the following:
What is Customer Service really like?
Here we will look specifically at some of the problems front line customer service staff encounter. What kind of difficult and tricky customers they have to deal with, and what the pitfalls are.
Defining Really Good Customer Service
First we need to define what Good Customer Service is: How do you feel when it’s good? How do you feel when it’s bad?
Communicating with Customers
We will look at the fundamentals of communicating with customers. Whether face to face or on the phone, how you communicate is usually more important than what you say.
Working with The Customer’s Point of View
We will next look at how important it is to be sure we are all ‘speaking the same language’.
It is easy to misinterpret and misunderstand what your customers are saying and they in turn can easily misunderstand and misinterpret you.
When things are tough, most people take it personally (why wouldn’t you since it’s being aimed at you?) and then we want to just get it over and done with.
Customer service contributes to the success of your business, giving your staff the skills to work as a team and supporting tools that will ensure they give your customers the best service possible.
A certificate of achievement will be awarded on completion of this course
Food Safety, Front of House & Housekeeping Trainer
For over 30 years, Jane has worked extensively in the hospitality and educational industries. Gaining a wealth of knowledge and experience by working in both front and back of house, house keeping, health and safety, and customer service departments. She qualified as a member of the HCIMA and delivers training for the CIEH, RSPH and the BII. She has managed teams across a wide range of disciplines, whilst working on P&O Cruise Lines and in hotels and restaurants.
Jane is a qualified assessor and Internal Verifier (IV), and an exceptional trainer, who is able to design and deliver, bespoke training packages specifically tailored to your business.