Customer Service Training
Your course content includes:
- Being clear on what you have to do to improve upon customer service
- Your external and internal customer
- Managing customer care in the workplace
- Personal customer care standards
- Handling complaints
- What matters most to customers
- Motivational customer statistics and quotes
- Telephone customer care
- Being a sales person in the customer care process
- How to maintain a positive attitude
- Content updated: November 2018
Comprehensive delegate handout packs:
- Containing practical and well written theory (31 Pages)
Your team and individual task exercises:
- What benefits customers bring to the company
- Role mapping – understanding internal and external relationships
- Exceptional customer care crossword
- The Pie-Chart. Group task to clarify why customers STOP doing business
- If 99.9% is good enough, what can still go wrong?
- Customer service on the telephone
- Customer care role plays/scenarios
- Handling complaints role plays/ scenarios
- Customer service questionnaire
- Team task: Creating customer service rules for the workplace
- Dealing with internal customer service issues
- Understanding positive and negative attitudes
- Taking control of your personal attitude to customer care
- Delegate action plan – what are they going to use in their day to day role
Detailed trainers notes, containing:
- Advising you about the equipment you will need to deliver this session
- How to run tasks and activities, with potential outcomes and discussion points
- Estimated timings for all discussions, tasks and activities
- When to use each slide, with relevant comments
- General housekeeping
- Hints and tips and where and when to offer guidance and direction
PowerPoint presentation slides:
- 14 slides mirroring your course and delegate handout packs
Audience level: Intermediate through to Managers
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