Customer Service

Overview

Effective customer service is a critical component of any successful business, and this course will explore the principles of customer service, including how to effectively communicate with customers, resolve customer complaints, and provide excellent customer service. The course will cover strategies including active listening, empathy building, and problem-solving skills.

Topics include 
  • What Is Exceptional Customer Service? 
  • Why Customer Service Matters
  • Who Are Our Customers? 
  • Active Listening 
  • Expressing Empathy 
  • Going Above and Beyond 
  • Know the Product or Service
  • Creating Real Connections  
Delivery method 

Can be delivered face to face, online or blended either in person or virtually e.g.  Teams/Zoom. Learners will have access to our learning platform where they can refer to the materials, watch extra resources such as videos and interactive activities and access links to organisations, for those that want to take their learning further. 

A full day is recommended for staff with little or no previous experience. For those with prior knowledge, a half day is recommended as a condensed session with post course materials. 

Workshops combine presentation slides, interactive exercises, individual reflection and group discussion. 

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