Providing great customer service is critically important to any business. Keeping the customer satisfied needs to be the goal of everyone in the organization.

A patient seeing the doctor to complain about the symptoms they are experiencing does not want to be told that it is their own fault and there is nothing that can be done (even though the patient may well have caused the problem). Customers need to be handled the same way, by looking for solutions as opposed to looking for blame.

A vital ingredient of any lasting customer service programme will be an emphasis on identifying creative and innovative ways of giving your customers what they want ... on time, every time ... at the right cost.

In the same way coping with awkward and complaining customers effectively whether they be ratepayers, disgruntled passengers or irate account customers, marks out the professional from the amateur.

It is also important to appreciate there are internal customers, who need to be treated with the same care and understanding as external customers.

Just one person can mar a customer’s perception of a Company. Our customer service training will enable your staff to appreciate the benefits of effective customer service.

We believe that learning should be enjoyable and interesting. This is why we often use the training activity called “Decision! Decisions!” as part of the course. This training resource is a business game that puts teams in charge and gives them decision making authority. With the consequences of each decision having an immediate effect on profit and customer morale, care is needed.

Click here to see details of the Decisions! Decisions! Game

Download a PDF file on the Decisions! Decisions! Business Game

Who will benefit: All staff, although managers could attend separately.

Duration: 1 day

By the end of the customer service course delegates will be able to...

• explain the impact of customer service
• identify the impact and importance of effective customer service
• recognise your contribution to the success of the organisation
• appreciate the benefits of effective customer service
• develop the perception to put themselves in the customer's shoes
• recognise what your customers wants and expects
• apply effective communications
• recognise the affect your attitude has on the behaviour of others
• use basic assertiveness skills
• deal with complaints and difficult customers competently
• understand the current climate of business etiquette and take personal responsibility for new objectives to delight customers
• differentiate between the product / service supplied and customer relations
• use a range of interactive skills
  Define, describe and specify the detail of effective Customer Service in their own business that will meet customers' expectations.

“The bitterness of poor quality lingers long after the sweetness of a cheap price has disappeared.”    Anon.

Our courses consist of 'In-Company' training; we visit companies’ premises or hotels and run courses according to company and staff needs.

We do not run training courses for people from different companies to attend. However, we do run courses consisting of one or two delegates. This enables us to move at the pace of the delegates (as fast or slow as necessary; as deep into the subject as appropriate, and with as much development as possible). These are not as expensive as you might think!

To see why other companies choose us, and for examples of costs, availability, course trainers, etc., please visit our >> Home Page        Select Another Course

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