Course description
THIS COURSE IS ONLY AVAILABLE AS ONE-TO-ONE SKILLS TRAINING.
Build your confidence and create positive customer experiences, manage customer expectations, handle difficult customers and make the most of every customer contact.
It will build your confidence and enable you to create positive customer experiences, manage customer expectations, handle difficult or abusive customers, and make the most of every customer contact.
You’ll gain the skills you need to develop customer loyalty and we’ll teach you how to take care of yourself and feel confident in any customer situation.
Upcoming start dates
Outcome / Qualification etc.
This Course Helps You With
- Defining Good Customer Service
- Finding The ‘Human Moment’
- Dealing With Abuse
- Gaining Confidence
- Delivering A Positive Experience
- Listening and Responding
- Building Customer Loyalty
- Handling Difficult Customers
- Using Empathy
- Taking Care Of Yourself
Training Course Content
- Good Customer Service
- Triggers
- Understanding Customers3
- Empathy
- Emotion vs Objectivity
- Customer Service Scenarios
- Moments of Truth
- Customer Service Cycle
- What's the Payoff?
- Defusing Phrases
- Head and Heart
- How Do I let Go?
Course delivery details
This course is available in Face-to-Face, Hybrid and Remote formats unless otherwise stated.
Why choose Impact Factory
Founded in 1991
21 Specialised Trainers
5-Star Google and Feefo Reviews
Case Studies
Reviews
Average rating 5
The programme has helped our Customer Service staff become much more confident in delivering high-quality service to our customers. Increasing our service delivery will have a c...
Excellent course! It was structured to include all the attendees but also to give each one of us individual and constructive feedback. I came away with positive suggestions whic...
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Impact Factory Training - Professional Personal Development
Impact Factory provides tailor-made Professional Development Programmes and Open Courses starting from presentation and communication skills to leadership and executive coaching for individuals. Their offerings range from one, two and five-day courses, tailored programmes for groups of all sizes and one-to-one...
Impact Factory is our training consultant of choice. Not just because of their unique practical and fully experiential way of delivering training which is the most effective I h...