Duration
1 Day
Course Description
Your goal shouldn’t just be exceptional customer care, it should be consistently exceptional customer care. Do it again and again, to build trust and an enduring reputation. Good customer care depends on the attitudes and skills of the individual employee. People at all levels need to understand how communication works from the customers’ perspective and to get an understanding of the best way to approach individual customers – both internal and external.
Read our blog on who needs customer service training
Course Objectives
Upon completion of the course, students will have an understanding of how to build rapport on the phone, the customer’s thinking and some of the differences between different customers. Delegates will also be able to recognise these different patterns, utilise them and so improve customer satisfaction.
Course Content
INTRODUCTION
- The need for customer care and what it is
- What’s in it for everyone?
- Customer satisfaction v customer loyalty
PROJECTING A PROFESSIONAL AND COMPETENT IMAGE
- Positive first and lasting impressions
- Communicate effectively in all situations
- Verbal and non-verbal communication Rapport and rapport building
UNDERSTANDING DIFFERENT PERSONALITIES
- What is your personal style? – a self-assessment
- Recognising and communicating with others’ styles
- One size doesn’t fit all
WHO ARE OUR CUSTOMERS?
- External v internal Is there a difference?
- Understanding and managing customer expectations
- The difference between customer ‘wants’ and ‘needs’
UNDERSTANDING CUSTOMER NEEDS
- Questioning techniques – the funnel technique and TED questions
- Effective and active listening
- Probing – without it being obvious
HANDLING COMPLAINTS
- We need complaints!
- Ownership of complaints and problems
- You don’t always have to say ‘sorry’
- The right way to say ‘No’ Working with your customers, not against them
TOUGH CUSTOMERS
- Staying cool under pressure
- Managing customers’ emotions and expectations
- Dealing with conflict
If you would like to book onto a course or find out more information please fill out our contact form or call us on 01452 341869
Lead Consultants
Sally Strong
Meet Sally, our remarkable Soft Skills Superstar! Engaging, approachable, and results-oriented, she’s the go-to trainer and performance coach for individuals and organisations seeking increased productivity and job satisfaction. With outstanding interpersonal and communication skills, Sally can build rapid rapport, integrating business experience, coaching skills, and psychological methodology to deliver the... Continued
Sarah Elliott
Sarah Elliott has been working in the Training Industry for over 20 years. She brings an infectious enthusiasm for both account-managing clients and hands-on delivery of specific Microsoft Office Training courses. Sarah’s background in IT helps enormously, as she is able to advise clients of the best route to take... Continued
Louise Hemming
Louise is a highly motivated, business focused, HR & Development professional. She is a leadership coach and team facilitator. Louise has experience in designing and deploying talent & learning development programmes, organisational development, talent succession, strategic planning, acquisition integration, project management and external consultant liaison. Her key skills include networking... Continued
Nina Goldsworthy-Griffiths
Nina specialises in creating purposeful learning solutions for organisational and people change, for business growth and customer engagement. Nina draws on 20 years’ experience in a broad range of diverse business sectors such as Loss Adjusting, Construction, Manufacturing, Rail, Road, Water, Energy, Local Authorities, Hospitality and Retail. An experienced leadership... Continued
Leanne Flower
Leanne has a breadth of experience in sectors including automotive, engineering, banking, and the pharmaceutical industry. She specialises in training and coaching leaders, managers and developing executives from both public and private sectors, working at all levels including Board Directors. Leanne holds a BA Hons in Business Studies, a post-graduate... Continued
John Pascall
John delivering hands-on training in MS Office applications (including VBA and SQL and Access, Excel, Word, Outlook, PowerPoint, Project all to Expert level), also consultancy/development/ problem-solving in MS Access and Excel. John has a huge amount of experience in developing Access databases from scratch, as well as upgrading existing databases... Continued
Sara (South West)
Sara is a people development specialist and a real asset to Elliott Training. Her development career has been established within leading companies including British Airways, the Woolwich Building Society, Compaq Computers and Zurich Financial Services. She has held a variety of training roles from International Sales Trainer to Head of... Continued
Duncan (SharePoint Specialist, Nationally)
Duncan qualified in 1987 as a civil engineer, and in 1994 as a project manager. He spent 9 years in the construction industry in various parts of Africa working on projects ranging from high rise buildings to bridges. He worked for Grinaker Construction – an international construction company – and... Continued
Sandy (London, South East)
Sandy is an experienced trainer with many years of training starting in 1990. She ran her own business in South Africa for 6 years working in many different areas, from Corporate Companies to Colleges helping learners to develop their skills from introduction levels to advanced levels in IT. Sandy has... Continued
Sara (North)
A versatile and highly experienced training professional holding a wide range of qualifications from a Teaching PGCE to IT qualifications to include the Institute of IT Training’s e-Tutor Certificate and being a Microsoft MOUS Master Instructor. Additionally, Sarah has the ability to speak German fluently and French to a working... Continued
