Includes Many Example Conversations and Case Studies
Product Code: CC2037
£149
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“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.” Donald Porter
“Customers don’t expect you to be perfect. They do expect you to fix things when they go wrong.”
Donald Porter
Any organisation that wants to become successful and remain successful must care for its customers. Satisfying customers’ needs is an important objective of any organisation irrespective of whether it is for-profit or non-profit. To do that, a company needs to create customer loyalty where customers can rely on the brand which will satisfy their needs. To create loyal customers, you need strong customer care which is what this course is about.
In this course, it is assumed that delegates already have some experience with customer services and are now looking to expand their knowledge and skillset. Having served customers, they may also have a number of specific situations in mind that they would like to get advice on. Customer service is an art and much of it relies on good communication skills and emotional intelligence. To remain skilled it is important to review past experiences systematically and learn from them so when a CSR finds himself in a similar situation again, he would know what to do. This knowledge also adds to their confidence which in turn helps them to provide a better service and thereby standing out from the competition.
When companies become mature in a given industry, there is not a huge difference between their products. A customer can buy a service or product from any of these competitors as they would all have a similar established feature-set. This is when customer service becomes the greatest differentiator between these companies. This is why it is extremely important to allocate resources and training to it as part of a strategy to keep a company competitive.
This course is full of examples and case studies. Delegates are frequently introduced to poor examples of customer service and then learn how to improve them. Teaching by example helps delegates to understand and remember the lessons. It also helps you as the trainer to initiate discussions and get delegates to share their own specific experiences so you can address them directly for the benefit of all delegates.
In this highly practical course participants will learn:
Audience: This course is ideal for those who already have experience in customer services.
Prerequisites: Customer Service Skills
Course Duration: 1 Day
Course Level: Advanced
Workbook
Slides
Trainer Notes
By the end of this course you will be able to:
This course is structured around several customer service examples and exercises. Our experience shows that delegates learn really well from examples. All examples in this course are developed based on real-life situations. Over the years of teaching customer services we have collected numerous real-world examples of situations involving customer services. These include scenarios where communications fail or when customers are not satisfied with a certain situation or a CSR’s treatment. Based on these examples, we have created several scenarios that systematically capture a number of common themes which are difficult to handle. The course provides strategies and guidelines on how to address each situation. Several exercises guide delegates through similar situations and will help them learn how to apply the methods discussed in the course.
With any course aiming to improve communication skills, it is important to follow it with reviews and reflection to get the most from it. Hence, it is ideal to have a review session a while after this course is delivered and ask delegates to share their experience in how they have used the techniques presented in this course and what was their impact.
Bundled with This Product:
eBook:
How to Increase the Impact of Exercises and Get the Best Results
More Information on What's Included in this Product
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Skills Converged is a unique company that provides professionally designed fully-customisable training course materials based on the latest research in learning & development. Courses are designed with attention to detail both on content and style so that you can deliver unique state-of-the-art courses to your clients and get maximum results.
We can also provide this training course for your staff or your organisation anywhere in the UK. Please contact us for more details.
Customer Service Skills
Telephone Skills
Handling Complaints
Advanced Communication Skills
Assertiveness Skills
Language Exercise: Order from Subway
Sales Calls Exercise: Have a Clear and Measurable Objective
Sales Skills Exercise: Name the Benefit
Telephone Exercise: Challenging Telephone Conversations
Communication Skills Exercise: Repeat after Me
Communication Exercise: Chinese Whisper
Customer Service Training: Judging People