CUSTOMER SERVICE EXCELLENCE
The best solution for Customer Service CoursesA hands-on one-day course with free pre-course online skills testing
Full details of modules and topics covered in this one-day course
This is a one-day training course structured into 15 modules
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.
- What is Customer Service?
- Why is it Important?
- Whats in it for Me?
- Customer Service Beliefs
- Internal Customers
- External Customers
- Customer Needs
- Types of Expectations
- Meeting Expectations
- Exceeding Expectations
- First Impressions Exercise
- Telephone Handling
- Appearance of Facilities
- Appearance of Self
- Face to Face Contact
- What is Communication?
- Barriers to Communication
- Removing Communication Barriers
- Active Listening
- Listening Quiz
- Tips for a Good Telephone Technique
- Dos and Donts of the Telephone
- Exercise - Taking a Message
- Telephone Message Prompt Form
- Causes of Conflict
- Levels of Conflict
- Responding to Conflict
- Preventing Conflict
- Resolving Conflict
- Handling Difficult Situations
- Assertiveness & Compromise
- A Process Guide to Dealing with Difficult People
- Problem Situations
- Six Steps to Recovery
- Inspection and Analysis Tools
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Nominal Group Technique (NGT)
- Cause and Effect or Root Cause (Fish Bone)
- Developing and Maintaining Relationships
- The Likeability Factor
- How to Feel Powerful in Your Position
- Positive Language Exercise
AVERAGE REVIEW: 4.5 out of 5 BASED ON 152 REVIEWS
"I would just like to thank you for the training and to send a thank you to the trainer who managed to provide very good training."
Adam Marsh, Dec 12 2017
"it was very helpful and encouraged people to get involved."
Angela Jones , Nov 28 2017
"The tutor was excellent, she made the day interesting and got everyone in the group involved"
Gurdeep Kaur, Oct 3 2017
"It was a useful course, and I felt like I learned a lot in just one day!"
Olivia Punshon, Oct 3 2017
"Julie was excellent - thank you!"
Chloe Lee, Aug 9 2017
"It was great experience. "
CarolinaCigliutti , Aug 9 2017
"The Instructor is very experienced, I love the examples he used and his way of explaining."
Wayne Richardson, Jul 12 2017
"The instructor was fantastic!"
Tracy Collie, Jul 12 2017
"Good delivery of the course, made the day interesting and informative. Thank you"
Jessica Vallance, Jun 29 2017
"Terry was amazing! He was really engaging and got everyone involved. He explained everything in detail and always answered our questions. "
Lorna Bowman, Jun 29 2017
"Terry is the best man ever "
Rebecca Wilson, Jun 27 2017
"I would recommend this course to anyone wishing to improve their customer service skills and also their confidence when dealing with customers."
Zaneta Jaworska, Jun 26 2017
"very friendly mentor"
Callum Smith , Jun 6 2017
"Really Good And Learnt Alot From It"
Shaun Hodgkisson, May 11 2017
"The tutor for the course was lovely, he was very relaxed made me feel very comfortable, answered every question I had and gave me some amazing ideas for coaching with in the call centre"
All Activia customer service courses have been created, reviewed and developed to ensure up to date provision and constantly improving standards of content. Our Customer Service training is interactive and classroom-based which maximises learning through the ability to ask questions and discuss specific issues.
Maximum class size for Customer Service courses is 10 delegates, which ensures that attendees get adequate time for personal attention from the instructor. At some of our centres, the maximum class size is 12 delegates.
Note that we never cancel our scheduled classes -- even if there are only one or two delegates -- so once you have booked, your place is assured.
For training at your offices, we can deliver classes of up to 15 delegates, though with bigger class sizes you must understand that there is less time for questions from delegates, and this may affect the quality of their experience.
Note: With non-credit card bookings you must sign and return a Booking Form before we can confirm your training.
Also note: If you are a private individual you must pay by credit card at the time of booking.
Note: Please allow 1 - 2 working days for your confirmation and invoice.
If you are coming to our centre, dress code is smart casual. Refreshments in the form of tea/coffee will be provided for morning and afternoon breaks, but please note that we do not provide lunch. The timetable is as follows:
Note: break times can vary according to the needs of the training, and course duration for smaller class sizes are usually shorter because fewer delegates have fewer questions !
For training at your offices, this itenerary can be varied by prior arrangement.
With your Customer Service training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge.
Every delegate on a Customer Service course also gets an Activia Training Attendance Certificate.
GET IN TOUCH
Call us on:
0333 6000 111
CUSTOMER SERVICE EXCELLENCE
We can enhance your skills with courses for Customer Service skills at any of our twelve training centres UK wide, or we can come to your offices: if you have groups of three or more staff who need training, this is a very convenient, flexible and cost effective option. Moreover, most of our customer service courses are 1 day, which keeps "out of office" periods for attendees to a minimum.
We have been delivering customer service Excellence all over the UK since 1995 and have continually developed our philosophy of high quality, flexible and results-driven provision of courses for Customer Service to ensure constantly improving standards of quality. So you can be confident that we have the expertise, and the experience, to give you a great return on your investment in Courses for Customer Service from Activia.
Why not contact us today to see how we can help with providing your courses in Customer Service ?