Learning

Customer Service

This course will explore the link between customer service and customer satisfaction. Learners will identify good and poor practice, and identify some of the skills needed to deliver excellent customer service.

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Customer service

Sector-specific content

General Workplace

Health and Social Care

Training objectives

Course content

Course style

Training objectives

  • Define customer service and identify the benefits of excellent customer service
  • Recognise the value of customer service for your organisation
  • Identify ways of measuring customer satisfaction
  • Appreciate the expectations of customers
  • Recognise and develop skills to deliver exceptional customer service
  • Handle complaints with care
  • Recognise and adapt to customer behaviour styles
  • Manage customer satisfaction levels

Course content

  • An introduction to customer service - Understanding what customer service is and what the benefits of good customer service are.
  • What is good and bad customer service - Recognise good and bad customer service and understand the needs of the customer.
  • Delivering exceptional service to customers - You’ll cover personal skills and delivering exceptional customer service.
  • Handling complaints - Different types of complaints and how to resolve them efficiently.
  • Email etiquette - Understand the different functions associated with emailing, with useful tips for writing business emails.
  • Telephone manner - How to use the telephone in the workplace and how to answer and make calls professionally.
  • Maintaining existing customers - How to provide great customer service, exceed customer expectations, plus the importance of a customer care strategy.
  • Approaching new customers - The importance of knowing your product, building a rapport and understanding the customer’s needs.
  • Know your customer – How to get to know your potential customers and how to inform them about your organisation’s products and services.
  • Brand and reputation - Understand the way brands are perceived and the benefits of generating a positive public perception.
  • Balancing act - Improve your communication style and strike the right balance between technical knowledge and interpersonal skills.
  • A positive perspective - Establish the value of a positive perspective at work.
  • Communicating with respect - Establish the importance of communicating with your customers in a respectful and productive manner, with tools to change your approach to communication at work.
  • Managing expectations - Explore the effect of unrealistic customer expectations and how best to manage these to improve customer experiences.
  • Caring for vulnerable customers - How to identify a vulnerable customer and how to consider and make appropriate allowances for their specific needs.

Course style

What suits you? Our Customer Service titles come in multiple formats: modules, video plus, video and more. Please contact us for further information.

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