Professional Training

Customer Service Skills

Cosensa Learning and Development, In Belfast (+15 locations)
Length
1 day
Price
295 - 545 GBP excl. VAT
Next course start
1 March, 2024 (+6 start dates)
Course delivery
Virtual Classroom, Classroom
Length
1 day
Price
295 - 545 GBP excl. VAT
Next course start
1 March, 2024 (+6 start dates)
Course delivery
Virtual Classroom, Classroom
Leave your details so the provider can get in touch

Upcoming start dates

Choose between 6 start dates

1 March, 2024

  • Virtual Classroom
  • Online
  • English

17 May, 2024

  • Virtual Classroom
  • Online
  • English

31 July, 2024

  • Virtual Classroom
  • Online
  • English

14 October, 2024

  • Virtual Classroom
  • Online
  • English

19 December, 2024

  • Classroom
  • Cardiff
  • English

Enquire for more information.

  • Virtual Classroom
  • Online
  • English

Suitability - Who should attend?

Managers and staff of organisations of any size who have a customer facing role.

Outcome / Qualification etc.

By the end of this course delegates will have the skills to:

  • Give customers an excellent experience.
  • Provide great service using the full circle of components that customers expect.
  • Use listening and questioning skills to ensure the customer feels fully heard.
  • Demonstrate congruence in words, tone and body language when helping customers.
  • Use the full customer communication cycle.
  • Clearly explain to customers how they will help with queries and resolve problems.
  • Handle customer complaints with empathy, sensitivity, and urgency. 

Training Course Content

  • Explore the definitions and differences between Customer Service and Customer Experience
  • The components of Customer Service
  • The factors that differentiate excellence for customers
  • Identifying good service
  • The five dimensions of service quality - Tangibles - Reliability - Responsiveness - Assurance – Empathy
  • How to create ‘Raving Fans’ – Kenneth Blanchard and Sheldon Bowle’s perspective
  • The components of good communication in Customer Service
  • The role of transactional analysis in Customer Service
  • Handling customer complaints

Course delivery details

This programme provides delegates with a structure for helping customers across all aspects of the relationship.  It encourages them to have empathy for the customer's point of view, whilst equipping them with the skills necessary for effective communication.

Continuing Studies

Assertiveness at WorkEffective Communication Skills

Request info

Contact course provider

Fill out your details to find out more about Customer Service Skills.

  Contact the provider

  Get more information

  Register your interest

Country *

reCAPTCHA logo This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.
Cosensa Learning and Development
Innovation Factory
385 Springfield Road
BT12 7DG Belfast

Cosensa Learning and Development Training Courses

Cosensa Learning & Development offers training courses for professionals and organisations throughout the public, private and third sectors. All Cosensa trainers are highly qualified, with extensive experience in training and coaching. Cosensa's wide range of open courses are delivered throughout...

Read more and show all courses with this provider

Ads