Human Resources Training
Customer Services
Suitability for Course
The Customer Services training course is designed to be attended by personnel and managers from both internal and customer-facing departments. The techniques, skills and approach which are taught can subsequently be reinforced at internal team meetings to maintain quality and consistency.
This course is part of a program of Human Resources training courses which also includes training on Managing Appraisal Interviews, Diversity and Equal Opportunities, Return to Work Interviews and Performance Management.
Training Overview
Any individual employee alone is very unlikely to achieve major changes in the quality of customer service in an organisation. Our Customer Services training courses are therefore carefully researched and delivered to build up a critical mass of people who are pulling in the same direction to collectively consider:
- Why how we perform matters
- What’s different about good performance
- Performance standards
- Turning complaints into opportunities
- Listening skills
- Assertiveness
- Effective communications
- Internal clients
- Customer-focused organisations
- First contact
- Customer rapport
- Develop a reputation for reliability
- Managing expectations
Course Content
Maintaining a focus on the quality of Customer Service delivery, both face-to-face and by telephone is an essential competitive-edge issue for most organisations.
The main objectives of the course are to:
- Being prepared
- Get specific
- Giving and receiving feedback
- Maintaining control
- Dealing with underperformance
- Difficult issues
- Effective personal development plans
- Personal development plan
Assessment
The Customer Services course is knowledge-based and will be assessed by means of an internal assessment.
Course Duration
The Customer Services training course is run as a full day training course.
Need any more help?
Please contact us if you wish to discuss this training course in more detail or enquire as to its availability.
