Course Details

Do you impress your customers every time you interact with them? You must go beyond simply delivering your product, and develop strong relationships with your customers. It is essential that you provide a unique customer experience by proactively anticipating your customers’ needs and expectations, exceeding them every single time.

How do you provide your customers exceptional customer service that exceeds their expectations every time? This fun and engaging Customer Service Training course from Quintessential 4Media teaches you the skills needed to turn your customers into “raving fans” who buy from you again and again.

Whether you are a business owner or a person who wants to improve your retail/personal engagement and gain competitive advantage, Q F M Training Customer Service Training could be the ideal solution.

Who is the programme for?

This class is for service industry professionals who want to maximise their efficiency, develop better customer skills, and increase their value. The focus of Improving Customer Service is to increase repeat business because of customer satisfaction and referral.

Participants will find a greater level of productivity, job satisfaction and the potential for advancement. For phone staff and client-facing service personnel, these areas of development will be very beneficial.

During this training course, you will learn how to carry yourself professionally by building knowledge of customer service.

By the end of this training course, participants will:

Course content

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
  • Practice brief
  • Practice 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 flip chart exercise in small groups, group review
• Applying the learning and next steps
  • Review of learning and action planning
  • Course feedback

Read the full description of the course modules.

·         Free Parking

·         Certificate of completion

·         Lunch and Refreshments

Assessment and certification

All participants will receive a certificate of attendance from the Q F M Training listing the modules of the course. The Professional Diplomas will be issued and provided to you upon completion of the course.