Course description
This online course encompasses 18, five minute modules which outline why every company needs good customer service and the practicalities of delivering that ethos via face to face contact, telephone and email – all the ways we communicate with customers. On completion of the course a certificate will be awarded.
Add to that how to handle difficult people and breaking bad news effectively and the total customer service experience is covered.
Upcoming start dates
Training Course Content
- What is good customer service – and why does every company need it?
- The Loyalty Ladder – the reason why customer service is important
- Communication – the key to good customer service: face-to-face, by telephone, and by email
- The formula for good customer service: GLASS (greet, listen, ask, suggest and seal)
- Face to Face: Greet: greeting customers for great effect using good body language
- Face to Face: Listen: listening to what the customer wants and needs
- Face to Face: Ask: the choice of questions you can ask and how to ask them
- Face to Face: Suggest: your choice of words – the huge difference they can make
- Face to face: Seal: both parties need to know what will happen next
- Telephone: Greet: get off to a good start – number of rings and tone of voice – smile!
- Telephone: Listen: ensure the caller knows you are listening
- Telephone: Ask: use questions for find out what the customer needs
- Telephone: Suggest: choose words carefully to ensure good communication
- Telephone: Seal: make sure you both know what will happen next – and do it!
- Email: 100% words – make them work for you
- Email: 10 do’s and don’t’s
- Awkward people and how to cope: tips for customers who can be stressful
- Breaking bad news effectively – how to do and why to do it
Course delivery details
Each module is approximately 5 minutes long and includes a certificate to download for CPD purposes.
Why choose Benchmark Training
Founded in 1987 - Proud to keep refreshing training to keep up to date and successful!
80% customers are recommendations / returning, 20% are new from marketing
Training designed to be fun, interactive and relevant
Expenses
You may purchase each of the 18 modules individually for £30 + VAT, or you can elect to purchase all 18 modules together for £300 + VAT.
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