Course description
This customer service training course is for anyone who has contact with customers, whether face-to-face, remotely, over the phone, or electronically.
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
- The Good, The Bad and the Ugly
- What happens when it’s good?
- What happens when it’s bad?
Triggers
- What gets to you?
- What’s most difficult to deal with?
- What would you like to say?
Understanding Customers
- How people behave when they feel threatened or face loss
Empathy
- Let the customer feel heard while setting your own clear boundaries
Emotion vs Objectivity
- Calm down an over-emotional customer
Customer Service Scenarios
- Scenarios you’ve encountered in the past
- Current scenarios
Moments of Truth
- What happens in your organisation?
- What safeguards could be put in place?
Customer Service Cycle
- Simple way of looking at the entire customer interaction
What's the Payoff?
- What it feels like to delight a customer
- The knock-on effect
Defusing Phrases
- Phrases to help defuse tricky situations
Head and Heart
- Solving someone’s problem from the head, the heart or a combination of both
- How to choose the appropriate response
How Do I let Go?
- Feelings, frustrations and residue of a difficult or even abusive experience
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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