Course/learning journey

Introduction to Customer Service

Being robotic or scripted creates barriers in truly building rapport and a supportive customer relationship. We focus on how to make the conversation flow more naturally, whilst ensuring it is delivering action orientated results. We look at how empathy, listening, supporting and action can build your customer relationship and develop the deeper level of rapport needed to get the right result for your customer first time. We highlight a four step process for managing the conversation, share tips on showing empathy, questions types, their use and effectiveness and actively listening. Find out how to get customer service excellence right from the start with best practice advice and tips.
  • Customer-centric focus; finding out what your customers want and need
  • Positive words, tone and body language
  • Extremes of behaviour - aggressive, sociable, cautious
  • Training options for individual learners, groups/teams & organisation-wide

Course Code: OV-ICS

half-day live session delivered virtually or in-person | 6-8 hrs on-demand learning | 30-minute coaching session (optional extra for teams)

This programme is available for individuals, groups and teams

It’s more than just a course.
This is a learning journey.
Excite

On-demand digital learning playlist

Engage

Half-day live session delivered virtually or in-person

Embed

Supporting on-demand digital learning playlists | 30-minute follow up coaching session (optional extra for teams)

Be inspired to think about the customer service you provide and learn how to apply best practice techniques to develop and support long-lasting customer relationships.

This practical course will provide you and your organisation with an overview of the best practice skills required to exceed your customers‘ expectations. You will leave the course with a personal action plan for delighting customers, both internal and external. You will also take away a practical customer service toolkit to help you implement the key skills and techniques from the course.

This is an introductory course for frontline team members, with little or no formal training, who are in direct contact with either internal or external customers and are required to manage a range of customer expectations.

By the end of this course you will be able to: 

  • Explain the key components to world-class customer experience and assess your strengths and challenges
  • Manage customer expectations and demands effectively
  • Illustrate how a change in your behaviour can increase customer loyalty
  • Deliver a consistent first-class customer experience within a range of different situations
  • Customer-centric focus; finding out what your customers want and need
  • Putting customer needs first
  • Making the customer feel special and valued
  • The customer experience; what does 'customer excellence' really look like?
  • The touchpoints of the customer journey
  • Process (what) and behaviour (how)
  • Understanding your personal impact; what impression do you create?
  • Positive words, tone and body language
  • Establishing rapport
  • Identifying the customer's real problem(s)
  • Asking the right questions
  • Showing real empathy - ensuring the customer feels listened to
  • Extremes of behaviour - aggressive, sociable, cautious
  • Building personal resilience
  • What to say or do - what not to say or do
Course overview

Be inspired to think about the customer service you provide and learn how to apply best practice techniques to develop and support long-lasting customer relationships.

This practical course will provide you and your organisation with an overview of the best practice skills required to exceed your customers‘ expectations. You will leave the course with a personal action plan for delighting customers, both internal and external. You will also take away a practical customer service toolkit to help you implement the key skills and techniques from the course.

Is it right for me?

This is an introductory course for frontline team members, with little or no formal training, who are in direct contact with either internal or external customers and are required to manage a range of customer expectations.

What will I learn?

By the end of this course you will be able to: 

  • Explain the key components to world-class customer experience and assess your strengths and challenges
  • Manage customer expectations and demands effectively
  • Illustrate how a change in your behaviour can increase customer loyalty
  • Deliver a consistent first-class customer experience within a range of different situations
What will it cover?
  • Customer-centric focus; finding out what your customers want and need
  • Putting customer needs first
  • Making the customer feel special and valued
  • The customer experience; what does 'customer excellence' really look like?
  • The touchpoints of the customer journey
  • Process (what) and behaviour (how)
  • Understanding your personal impact; what impression do you create?
  • Positive words, tone and body language
  • Establishing rapport
  • Identifying the customer's real problem(s)
  • Asking the right questions
  • Showing real empathy - ensuring the customer feels listened to
  • Extremes of behaviour - aggressive, sociable, cautious
  • Building personal resilience
  • What to say or do - what not to say or do
Further courses to consider
For groups & teams

Live session delivered virtually or in-person. Up to 15 people per programme.

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