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Customer Service Management

London Corporate Training Ltd
Course summary
1 week
Worldwide
Next available date: Request information - Worldwide
Corporate Training for Teams

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Training Course Content

This Customer Service Management course will cover:

An Introduction to Customer Service

  • The core principles of customer service excellence
  • Understanding of the different types of customer and the value of customers and their loyalty
  • The costs and impacts of poor customer service
  • How measuring customer relationships can enable greater business success
  • Understanding unpleasant experiences

Essential Customer Service Communication Skills

  • The language and communication skills for successful interactions
  • The message drop-out
  • The three elements of effective communication
  • Building rapport with verbal communication
  • Adapt your behaviour to meet customers’ needs or expectations

Dealing with stress and calming upset customers

  • Understanding what makes customers upset
  • Contrast successful and difficult customer relationships
  • Strategies for calming upset customers; face-to face, over the telephone, via email
  • Understanding the stress of customer services roles
  • Managing, or eliminating, stress

Maintaining a positive and customer-friendly attitude

  • The individual in customer service activities
  • 10 Tools to help you manage your time in customer services
  • Maintaining a ‘can do’ approach
  • Techniques for asking questions
  • Strategies for adding genuine value

Development of a toolkit to build stronger and long lasting customer relationships

  • Why the telephone is so important to customer service
  • Recognising the customer’s preference and adapting accordingly
  • Mastering the telephone
  • Understanding the signals you send out to customers
  • Identify and negotiate the best deal/outcome possible

Why choose London Corporate Training Ltd

We have trained over 2,500 delegates from almost 600 client organisations

Complimentary Heathrow transfer (one-way)

Endorsed by various organisational and subject specific accrediting bodies

Expenses

The cost of this in-house varies based on number of participants, location and other factors. Request information for a training quote

About provider

London Corporate Training - Professional Training Courses

London Corporate Training have been established in the education, consulting and training industries for two decades. They work as a training team from their head office in London and aim to ensure all of their course participants receive the highest...


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Contact info

London Corporate Training Ltd

London Corporate Training
3 Shortlands, Hammersmith
W6 8DA London

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www.lct.co.uk Course homepage


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