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.

Is it right for me?

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

Reserve your place on this programme

Who is this course for?

An Individual A team/business

First Name Last Name Email

Which dates are you interested in?

Company Job Title Phone

Inquiry

With your permission, we would also like to keep you updated about programs and/or services similar to the one you are enquiring about as well as special offers, L&D updates and content to help you with your ongoing learning and development. If this is okay please tick one or more of the boxes below so we know how best to contact you.

We will always respect the personal information you give to us; it will never be shared with anyone and it will be managed according to our Privacy Policy.

I agree to the Privacy Policy