HOME
 

Brilliant Customer Service and Support Skills

Brilliant Customer Service
Course summary
1 day
199 GBP excl. VAT
English
London, Milton Keynes, Nationwide
Corporate Training for Teams

Course description

Brilliant Customer Service and Support Skills

One day in-house training workshop

Overview

All participants will leave the day with new skills, a better attitude and greater appreciation of how to deliver brilliant customer service.

● Improved communication skills and ability telephone, email and face-to-face.

● Greater professionalism, ownership and accountability of service and customer issues.

● Managing expectations for improved customer satisfaction.

Free customisation available on all courses

Suitability - Who should attend?

Who will benefit

This is an essential workshop for anyone who deals and works directly with customers, internal customers, plus managers and others involved in the customer value chain.

Outcome / Qualification etc.

Key learning points

● How to recognise the specific skills, mindset and behaviours required to deliver brilliant service via the telephone, email, in person and online.

● Be able to quickly ‘tune-in’ to customer requirements, problems, expectations and be able to consistently over – in both style and substance.

● Respond to customers in the most timely and effective way by making the right choice of communication tool.

● Use effective questioning techniques in verbal and written communication to establish the root cause of customer problems and issues.

● Demonstrate effective listening techniques when on the telephone and face to face.

● Use a proven method of handling customer dissatisfaction with confidence by learning to respond and stay focused on a positive way forward.

● Identify how best to use your personality to deliver authentic and personalised customer service experiences.

Training Course Content

Introduction and key principles

● Course objectives and introductions

● Review of pre-course work and personal learning goals

● Essential principles of brilliant customer service What is Brilliant Customer Service and support?

● What customers want, like and expect?

● The skills, mind-set and behaviours required to deliver brilliant customer service

● Critical success measures – shifting demands and the ‘Amazon effect’ How to make every customer feel important

● Understanding the dual expectations of every customer: logical and emotional

● The SPECIAL model - creating customer satisfaction naturally and consistently

● Applying these principles to your job role and customer type Course Outline Brilliant Customer Service First and last impressions best practice on the telephone

● Creating trust, liking and credibility on the telephone - developing an engaging customer 'personality'

● Brilliant first and last impressions - making every call a positive experience

● Understanding how to use your body language, voice tone and verbal skills to create a positive experience Email etiquette and an introduction to best-practice customer writing skills

● How to write clear, positive and professional emails, letters and online messages

● Top recommendations for email best practice and etiquette.

● Practical tips on how to edit and proofread emails for accuracy, brevity and clarity. · Questioning and listening techniques for improved problem solving

● How to ask for information using advanced questioning, listening and qualifying skills ● Short-cuts for effective customer problem-solving and managing challenging expectations · Turning problems into opportunities – complaint handling made easy

● How to respond positively and not react negatively using the AGREE and other models

● How to have difficult conversations on the telephone and put ‘bad news’ in writing

● Practice session using email and telephone planning for difficult situations Action Planning

● Learning summary and actions from training

Continuing Studies

Options

  • Mystery Shopper -  We can provide a mini mystery shopper service or pre training analysis of current service experiences

  • Bonus Smartphone eLearning App -  Included for 12 months, with over 50 micro-learning based business skills modules.

  • Coaching Sessions - One to one at the desk coaching sessions following training.

About provider

Brilliant Customer Service

Customer service, support and consultative selling skills training and coaching

We specialise in providing a range of proven training courses delivered by a team of expert consultants and facilitators. There are a core of main courses available in a range of formats, including one day and half day in-house workshops...


Read more and show all courses with this provider

Customer Outreach Award 2019

customer-outreach-badge-2019

We believe that it should be easy for you to find and compare training courses. 

Our Customer Outreach Award is presented to trusted providers who are excellent at responding to enquiries, making your search quicker, more efficient and easier, too.

Request info

Fill out your details to find out more about Brilliant Customer Service and Support Skills.

  Contact the provider

  Get more information

  Register your interest

Contact info

Brilliant Customer Service


 Show phone number
www.brilliantcustomerservice.com


Request information

Find out more about this Brilliant Customer Service and Support Skills course - simply fill out your details:

 
U.K. L&D Report: 2018 - Benchmark Your Workplace Learning Strategy

Are you curious about the L&D strategies of some of the U.K.'s top companies?

Find out what they're up to in findcourses.co.uk's second annual U.K. L&D Report!

uk-ld-report-2019

Learn more

 
Find a course for you!

  Read the course
 summary on this page

 Fill in your details and Request information

 Receive all the info you need

 
Find more courses here