Customer Service Skills

Customer Service Training

Raise levels of customer care with this practical training programme.

An engaging customer service training course to develop and fine-tune customer service skills, with half-day or one-day training options available.

Target Audience

This course is ideal for anyone seeking training in customer service and customer care. The majority of delegates attending our customer services courses are in customer facing or customer support roles, who want to develop their customer service skills and behaviours.

We are also experienced at providing bespoke training courses in customer services, as well as longer term programmes to meet specific organisation goals and service standards. Our customer service training is always aligned to the most frequent method of communication used to connect with your customers e.g. face to face, telephone, email.

Course Aim

Duke’s customer service skills training is specifically designed to develop the participants’ skills and behaviours to offer exceptional customer care. It also empowers participants to provide effective solutions to customer facing problems, when they arise.

Course Objectives

By the end of this one-day course, the participants will have:

  • Adopted a consistent, professional style when speaking with customers

  • Developed skills in engaging with customers and handling their enquiries effectively

  • Listened effectively, asked questions and summarised to respond fully to a customer request

  • Identified ways they can add value to customer relationships and exceed expectations

  • Practised how to turn customer service disappointment into a positive experience

Course Overview

  • Defining Customer Service

    • What does great service look like and feel like?

    • Sharing our own experiences of good and bad service

    • Responsibility for customer service

    • Stepping into your customers’ shoes

    • Individual and group exercises, facilitated group discussion

  • Handling customer enquiries

    • Customer contact model and service standards

    • Creating lasting first impressions

    • Building and maintaining rapport

    • Using positive language and tone of voice

    • Demonstration, facilitated group review, pairs exercise with group review

  • Establishing customer needs and responding to requests

    • Questioning

    • Active listening – including taking notes

    • Summarising

    • Practical exercises in pairs and trios with group discussion

  • Handling work based customer requests

    • Identifying challenging customer requests

    • Responding to challenging customer requests assertively

    • Group discussion, short practice sessions in pairs with feedback

  • Service recovery

    • Turning disappointment into delight

    • Identifying the nature of customer complaints

    • Responding to customer complaints

    • Introducing colleagues to resolve customer service issue

    • Group discussion, presentation, exercise with group review

  • Complaint handling practice

    • Practise brief

    • Practise sessions

    • Complaint handling practice sessions with feedback, group review

  • Building customer relationships

    • Relationship triangle – trust and loyalty

    • What differentiates us from our competitors?

    • Identifying ways to add value and exceed customer expectations

    • Following up

    • Presentation, revolving flipchart exercise in small groups, group review

  • Applying the learning and next steps

    • Review of learning and action planning

    • Course feedback

The customer service training will be supported with:

  • An optional participant pre-course questionnaire and/or pre-course reading covering customer care

  • A colour printed workbook with customer service tips, techniques and space for personal notes

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