Course description
Customer Service Management (In-House)
Upcoming start dates
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
Why choose London Corporate Training
We have trained over 25,000 delegates from almost 500 client organisations
Highly qualified and experienced trainers who offer a unique learning experience tailored to you
Endorsed by various organisational and subject specific accrediting bodies
Reviews
Average rating 4.7
I really liked the participatory aspect of the training. I learned much that will be very useful for my new job.
It’s my first time with LCT and it won’t be my last. Thank you.
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London Corporate Training - High value, high impact training programmes delivered globally to teams and individuals For almost 30 years LCT has delivered tangible improvements to organisations by enabling their leaders, managers and professionals to reach their full potential through...
It has been the best training course I’ve attended in my career. The course was well organised and the consultants were excellent.