Training in Customer Service

Exceptional Customer Service

A One-Day Training Course


Your training is easier with Activia because we have:
  • Recognised national quality accreditations
  • Friendly, capable, flexible service
  • Fiercely competitive prices !
customer service training from activia


Want to know more ?

Call us on 0845 230 6150

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Course Information

Click on the links below for more information about the Exceptional Customer Service course.
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Call us on 0845 230 6150 or ask us to call you
– we'd like to discuss the best options for you.

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ILM Endorsed Training Course

This exclusive training course has been developed by Activia and endorsed by the ILM -- Europe's foremost provider of leadership and management qualifications. The training can be delivered as a stand-alone course, or can count towards an ILM-endorsed award for management training.
Click for more information about our ILM-endorsed Management Training programmes.

Why Customer Service Training?

Do you recognise that customer care is the key to successful, profitable and enjoyable business, yet feel that your company - or people within it - are failing to deliver what is required?

While almost every course we deliver is in response to a perceived problem with the way staff work, your solution will be different because your staff, your environment and your marketplace are unique.

The concept of 'Customer Care' is one that is often used without being implemented properly. But if your company lives up to these claims, you will create better customer relationships and a smoother, more efficient and more profitable operation.

To achieve this, we work with you to define your objectives, the way topics need to be covered, and which skills improvements will be most effective.

The result ? Customers will be treated properly by staff who understand the importance of their role and how to fulfil it so as to maximise benefit to the company.

Course Aims

This one-day training course enables delegates to understand the vital importance of customer service to any organisation and assists them to provide exceptional customer service, either themselves or through the actions of their staff.

Who Should Attend?

Anyone who either directly comes into contact with customers, both face-to-face and on the phone, or who manages people who do.

Quick Course Outline: Exceptional Customer Service

Introduction and Course Overview


What is Customer Service?

• What is Customer service?  • Why is it important?  • What is in it for me?  • Service as a philosophy  • Exceeding Customer Expectations 

Who Are Your Customers?

• Internal Customers  • External Customers  • VIP Customers  • Customer Needs 

Meeting Expectations

• Timeliness  • Quality  • Consistency  • First Impressions 

Standards

• Telephone Handling  • Appearance of Facilities  • Appearance of Self  • Face to Face Contact 

Communication

• What is Communication?  • Barriers to Communication  • How We Can Remove Barriers  • Active Listening 

Telephone Techniques

• Initial Greeting  • Transferring Calls  • Putting Callers on Hold  • Taking Messages  • Dos and Donts of the Telephone  • Phrases to Avoid 

Dealing with Challenges

• If You Do Not Know the Answer  • When You Have to Say NO  • When the Computer is Slow  • Handling Unreasonable Expectations  • Dealing With Skepticism  • When the Information You Need is Not Provided 

Dealing with Difficult People

• Coping Strategies: SOFTEN Acronym  • Categories of People and How to Handle Them 

Seven Steps to Customer Problem Solving

• Seven steps to Problem Solving  • Problem Solving in Different Situations 

The Recovery Process

• How to Recover and Build for the Future 

Eliminating Customer Service Problems

• Critical Evaluation  • Informal Surveys  • Focus Groups  • Nominal Group Technique  • Cause and Effect or Root Cause  • Brainstorming  • Benchmarking 

Doing Your Part

• Relationships  • Clear Expectations  • Communication Styles  • The Power of Your Behaviour  • Likeability  • How to Feel Powerful in Your Position 

A Personal Action Plan


Exceptional Customer Service

A One-Day Training Course

Prices for Exceptional Customer Service

Activia's prices are always among the best in today's market, and if you are offered a lower price for a like-for-like course, then we will match it.   Click for details of the Activia Price Promise.

Scheduled Public Classes

Prices for Scheduled Public Classes are as follows:
 
Price per delegate
 Delegate
1st
2nd
3rd
4th
5th
6+
 Price per Delegate
£249
£219
£199
£199
£199
[ See below for dates ]

Private & In-House Training Courses

We can deliver private training courses at one of our training centres or on your premises:
 
Total price per day (all delegates)
No. of Delegates
1
2
3
4
5
6
More
Training At an Activia centre
£599
£654
£709
£764
£819
£874
+ £55 each
 - Cost per delegate
£599
£327
£236
£191
£164
£146
£100 for 12
Training At your office
£549
£594
£639
£684
£729
£774
+ £45 each
 - Cost per delegate
£549
£297
£213
£171
£146
£129
£87 for 12

Please note : all prices exclude VAT

Exceptional Customer Service

A One-Day Training Course

Dates for Exceptional Customer Service

Scheduled Public Classes

 Tue, August 10, 2010
Milton Keynes
£249
 Tue, August 10, 2010
Liverpool Street (City of London)
£249
 Wed, August 18, 2010
Central Birmingham
£249
 Wed, August 25, 2010
Reading
£249
 Wed, August 25, 2010
Manchester
£249
 Wed, September 1, 2010
West London
£249
 Wed, September 8, 2010
Birmingham South
£249
 Wed, September 15, 2010
Slough
£249
 Wed, September 22, 2010
Milton Keynes
£249
 Thu, September 23, 2010
Manchester
£249
 Fri, September 24, 2010
Liverpool Street (City of London)
£249
 Wed, September 29, 2010
Central Birmingham
£249
 Tue, October 5, 2010
Basingstoke
£249
 Wed, October 6, 2010
Reading
£249
 Tue, October 12, 2010
West London
£249
 Tue, October 19, 2010
Birmingham South
£249
 Tue, October 26, 2010
Slough
£249
 Tue, November 2, 2010
Milton Keynes
£249
 Wed, November 10, 2010
Central Birmingham
£249
 Wed, November 17, 2010
Basingstoke
£249
 Wed, November 17, 2010
Manchester
£249
 Wed, November 17, 2010
Reading
£249
 Wed, November 24, 2010
West London
£249
 Wed, December 1, 2010
Birmingham South
£249
 Wed, December 8, 2010
Slough
£249
 Wed, December 15, 2010
Milton Keynes
£249
 Thu, December 16, 2010
Manchester
£249
 Fri, December 17, 2010
Bristol
£249
 Fri, December 17, 2010
Liverpool Street (City of London)
£249
 Wed, December 22, 2010
Central Birmingham
£249
NOTES: We limit class sizes to a maximum of 12
though individual centres may have smaller capacity.
            Prices are per delegate, excluding VAT

Private & In-House Training Courses

We can deliver private training courses at one of our training centres or on your premises:
  • Very competitive prices
  • Dates arranged to suit your availability
  • Content can be or tailored to your needs at no extra charge
  • Class sizes to suit you  (we recommend a maximum of 12)


Activia Training   Abbey House   18-24 Stoke Road   Slough SL2 5AG
Telephone: 0845 230 6150 (local rate)
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Why Activia for Training in Customer Service ?

Training in Customer Service in London, Berkshire, Buckinghamshire, Hampshire and Birmingham

Activia should be your first choice for customer service training in the UK.   We provide you with a full range of classes for job-related Business Skills, HR & Supervision, Sales and Management Development as well as IT applications from Microsoft, MS Office, Sage, Adobe, Macromedia, Crystal Reports and Lotus. If you are looking for courses for improving client services, you will find that Activia offers a level of service that is unrivalled in the market, with quality, flexible 1 day Training in Customer Service at fiercely competitive prices.

Customer Service Courses

If your requirement is courses in customer service, we can provide you with training courses from introduction to advanced level at highly competitive prices. You will find that for classes for better servicing of clients, Activia will provide more tailored, flexible and focused solutions, and this enables you to get the most from your budget using the minimum of resources.

Courses in London, the Midlands, Berkshire (Berks), Buckinghamshire (Bucks), Hampshire (Hants), Surrey, Middlesex and UK wide

We provide Customer Service Courses courses all over the UK, with modern, fully equipped training centres in the following locations:

Training in Customer Service in the City of London

Serving the City and West End of London, as well as areas like Leytonstone, Walthamstow, Barking, Chingford and Ilford.

Training in Customer Service in West London

Serving West London, as well as areas like Brentford, Kew, Watford and Richmond.

Customer Service Courses at London Heathrow

Serving Middlesex and Surrey, covering Uxbridge, Staines, Egham, Sunbury, Hounslow and Twickenham.

Training in Customer Service in Birmingham City Centre

Serving Warwickshire and the Midlands, covering Birmingham, Walsall and Dudley as well as Wolverhampton, Telford and Tamworth.

Customer Service Courses in Birmingham South

Serving Warwickshire and the Midlands, covering Solihull, Halesowen and Redditch as well as Coventry, Kidderminster and Worcester.

Training in Customer Service in Manchester

Serving Lancashire and the North West, covering Manchester, Salford, Stockport and Oldham as well as Bolton, Rochdale, Wigan, Warrington and Macclesfield.

Training in Customer Service in Reading

Serving Berkshire and the Thames Valley, covering Reading, Theale and Newbury as well as Henley, Bracknell and Basingstoke.

Customer Service Courses in Slough

Serving Berkshire and the Thames Valley, covering Slough, Windsor and Maidenhead as well as Gerrards Cross, Uxbridge and Watford.

Training in Customer Service in Aylesbury

Serving Buckinghamshire, covering Aylesbury, High Wycombe and Hemel Hempstead, as well as Oxford, Bicester and Buckingham.

Customer Service Courses in Milton Keynes

Also serving Buckinghamshire, covering Milton Keynes, Luton and Bedford, as well as Stevenage, St Albans and Welwyn Garden City.

Training in Customer Service in Basingstoke

Serving Hampshire, covering Basingstoke, as well as Camberley, Farnborough, Aldershot to the east, and Newbury, Andover and Winchester to the west.

Our experienced, high quality trainers will deliver your training to the highest standards and with the maximum effect.

In House Training in Customer Service Courses across the UK

For in house delivery of Customer Service Courses, we have an established national UK network of trainers, as well as centres in London, Birmingham, Slough, Reading, Basingstoke, London Heathrow, Aylesbury and Milton Keynes, so you can be sure that your customer service training will be delivered in a quality assured and cost effective manner.   For in-house courses in customer service, you need look no further than Activia.

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Call Activia to discuss your requirements for Customer Service Courses.