Customer service training - 2 - 3 days

This enjoyable, interactive course has been designed to give employees a deep level of understanding and enhance their skills across the key areas of excellent customer care. This course has been designed to give employees a deep level of understanding and enhance their skills across a number of the important aspects of giving excellent customer care.

Day one - Enhancing Customer Service
 
This workshop will increase all delegates understanding of the importance of every single interaction with a customer.
 
Using a mixture of theory, practical exercises and discussion this training will give delegates the skills to be able to deal with customers confidently, professionally and with warmth.  Content can be adjusted to suit your organisation, just ask!
 
Agenda - day one

  • What is customer care?
  • Who are our customers?
  • The commercial importance of customer care 
  • Some facts about customer care
  • So what do customers expect? 
  • The difference between face to face, telephone and written communication
  • Guidelines for excellent telephone behaviour - short overview
  • Building relationships with customers
  • Developing your questioning and listening skills
  • Handling complaints
  • Guidelines for effective communication – some additional skills, knowledge and behaviours to ensure you are great with your customers

Day two - Telephone skills

This workshop will increase all delegates understanding of the importance of every single interaction over the phone and the challenges that are presented when a client can't see you.
 
Using a mixture of theory, practical exercises and discussion this training will give delegates the skills to be able to have phone calls with customers confidently, professionally and with warmth
 
Agenda - day two

  • How to create a good impression on the telephone   
  • How to create a bad impression on the telephone  
  • Guidelines for excellent telephone behaviour 
    • Answering the phone
    • General conversation
    • Holding calls
    • Transferring call
    • Taking off transferred calls
    • Ending the call
    • Leaving voice mails
  • Sounding friendly over the phone when people can't see you
  • Practicing your questioning and listening skills
  • Handling complaints on the phone 
  • Taking messages 

Day three - writing effective emails

This workshop will increase all delegates understanding of the importance of every email sent to a customer, after all every email is an advert for Peacocks.
 
Using a mixture of theory, practical exercises and discussion this training will give delegates the skills to be able to write to customers confidently, professionally and with warmth

Agenda - day three

  • Every email counts
  • What’s a poor email?
  • What’s a good email?
  • Keeping it short and simple
  • Punctuation and grammar
  • Basic layouts and guidelines
  • Email writing exercise
  • Checking the readability of written communications
  • Writing in a clear style
  • Hints and tips for effective business emails