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Customer Service - Inhouse Training

Activia Training
Course summary
1 day
299 GBP excl. VAT
Nationwide
Next available date: Enquire for more information - United Kingdom
Corporate Training for Teams

Course description

Our Customer Service course will push your Customer Service skills to a new level.

Is our new one-day Customer Service course up there with the best?

We know it is!

Prepare yourself for a great, interactive and informative day where you will be given a thorough understanding of great customer service, and the skills and proven techniques to really excel in what you do.

As with all our courses, there's lots of interactivity, with questions, exercises, and discussion points.

What's more, you get a workbook for your notes as you go along, and which you keep so you can refer back to it after the course.

Do you have questions about COVID-19 in relation to this course?

At findcourses.co.uk we are committed to helping everyone who wants to learn, to learn. So are our trusted partner providers.

Get in touch on this page to find out whether there are any changes to this course in light of COVID-19.

Training Course Content

Introduction and Course Overview
  • Learning Objectives
  • About the Course
The Importance of Customer Service
  • What is Customer Service?
  • Who Are Your Customers?
  • Customer Needs versus Wants
  • What's In It For Me? (WIIFM)
Understanding Customer Expectations
  • Do Not Go Too Far!
  • Types of Expectations
  • Meeting Expectations
  • The Value of Exceeding Expectations
  • How Do You Exceed Expectations?
Solving Customer Problems
  • Handling Complaints
  • Resolving Conflict
  • Answering Questions
  • Questions, Complaints and Conflict
  • The 5 Stages of Solving Customer Problems
Turning Customers Around
  • Dealing with Angry Customers
  • Dealing with Difficult Customers
  • Dealing with Unprofitable Customers
  • Dealing with Customer Feedback
  • Turning a Problem Into a Solution
Communication Skills for Great Customer Service
  • Listening Quiz
  • About Communication
  • Questioning Skills
  • Active Listening
Personal Skills for Great Customer Service
  • The Likeability Factor: How Can You Be More Likeable?
  • Managing Stress
  • Time Management
  • Assertiveness
  • Positive Mental Attitude
The Structure of Customer Service Excellence
  • The Six Pillars of Customer Service Excellence
  • Moments of Truth and Delivering Excellence
  • Adopting Personal Service Standards
Keeping Your Customers
  • The Benefits of Customer Retention
  • Customer Benefits
  • The Four Levels of Customer Loyalty
  • The Emotional Needs that Drive Customer Loyalty
  • Are You Ready to Inspire Your Customers?
Your Personal Action Plan
  • Set up your plan of action for the future

Why choose Activia Training

25 years of training businesses

10 centers nationwide

278 active courses

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About provider

Activia Training

Activia Training

When you organise your training, you need a partner who is able to deliver the skills improvements you need, and Activia have grown into a major UK provider on the strength of excellence in key areas. Whether it's competitive prices,...


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Contact info

Activia Training

Berkshire
Regus House, 268 Bath Road
SL1 4DX Slough

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