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Customer Service Management

London Corporate Training Ltd
Course summary
1 week
London

Training Course Content

This Customer Service Management course will cover:

An Introduction to Customer Service

  • The core principles of customer service excellence
  • Understanding of the different types of customer and the value of customers and their loyalty
  • The costs and impacts of poor customer service
  • How measuring customer relationships can enable greater business success
  • Understanding unpleasant experiences

Essential Customer Service Communication Skills

  • The language and communication skills for successful interactions
  • The message drop-out
  • The three elements of effective communication
  • Building rapport with verbal communication
  • Adapt your behaviour to meet customers’ needs or expectations

Dealing with stress and calming upset customers

  • Understanding what makes customers upset
  • Contrast successful and difficult customer relationships
  • Strategies for calming upset customers; face-to face, over the telephone, via email
  • Understanding the stress of customer services roles
  • Managing, or eliminating, stress

Maintaining a positive and customer-friendly attitude

  • The individual in customer service activities
  • 10 Tools to help you manage your time in customer services
  • Maintaining a ‘can do’ approach
  • Techniques for asking questions
  • Strategies for adding genuine value

Development of a toolkit to build stronger and long lasting customer relationships

  • Why the telephone is so important to customer service
  • Recognising the customer’s preference and adapting accordingly
  • Mastering the telephone
  • Understanding the signals you send out to customers
  • Identify and negotiate the best deal/outcome possible

Expenses

In-House Training

London Corporate Training offers the possibility of delivering this training programme in-house to meet any and all company-specific training needs.

About provider

London Corporate Training - Professional Training Courses

London Corporate Training have been established in the education, consulting and training industries for two decades. They work as a training team from their head office in London and aim to ensure all of their course participants receive the highest...


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Contact info

London Corporate Training Ltd

London Corporate Training
3 Shortlands, Hammersmith
W6 8DA London

 Show phone number
www.lct.co.uk

Reviews

Lamina Ashemi, Accountant, National Judicial Institute , Nigeria
(5)
Instructors were excellent and appreciated the constant referral back to, not only the course objectives but the personal objectives we as students had. The Tuesday Networking Lunch was also a highlight. The Customer Service was excellent with everybody
Al Ruqaishi, Officer, Ministry of Foreign Affair, Oman
(5)
The whole training met all my expectations – and more!
Samuel Aseidu, Service Engineer, Bank of Ghana, Ghana
(5)
I found the LCT to be helpful, flexible and friendly. I enjoyed the course and look forward to returning to LCT.
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Reviews
Course rating
(4.7)
Based on 14 reviews
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