Professional Training
4.9 (188 Reviews)

Customer Service Excellence

STL, In London (+21 locations)
Length
1 day
Price
495 GBP excl. VAT
Next course start
27 September, 2024 (+34 start dates)
Course delivery
Classroom, Virtual Classroom
Length
1 day
Price
495 GBP excl. VAT
Next course start
27 September, 2024 (+34 start dates)
Course delivery
Classroom, Virtual Classroom
Leave your details so the provider can get in touch

Customer Service Excellence

STL courses


  • By the end of this course you will be able to:
    • Appreciate your interactions at a customer and organisational level
    • Understand how customer care works and ways to apply to your customer
    • Take ownership and manage customer expectations
    • Confidently deal with challenging situations and customers
    • Discover the benefits of a positive mental attitude
    • Communicate authentically and with confidence
    • Interpret both verbal and non-verbal cues
    • Broaden your communication tool set to improve rapport and influencing skills
    • Examine methods of building rapport and changing attitude and perception through communication tools
    • Determine the appropriate method of communication

What to expect

  • Courses never cancelled .
  • Restaurant lunch .
  • Last minute rescheduling .
  • 24 month delegate support forum .
  • Face-to-Face and Virtual Instructor led .
  • And more... .

Upcoming start dates

Choose between 34 start dates

27 September, 2024

  • Classroom
  • London
  • English

1 October, 2024

  • Virtual Classroom
  • Online
  • English

10 December, 2024

  • Classroom
  • London
  • English

3 January, 2025

  • Virtual Classroom
  • Online
  • English

20 February, 2025

  • Classroom
  • London
  • English

3 April, 2025

  • Virtual Classroom
  • Online
  • English

2 May, 2025

  • Classroom
  • London
  • English

3 July, 2025

  • Virtual Classroom
  • Online
  • English

14 July, 2025

  • Classroom
  • London
  • English

25 September, 2025

  • Classroom
  • London
  • English

2 October, 2025

  • Virtual Classroom
  • Online
  • English

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  • Classroom
  • Aberdeen
  • English

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  • Classroom
  • Bedford
  • English

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  • Classroom
  • Belfast
  • English

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  • Classroom
  • Birmingham
  • English

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  • Classroom
  • Bristol
  • English

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  • Classroom
  • Burnley
  • English

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  • Classroom
  • Cardiff
  • English

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  • Classroom
  • Edinburgh
  • English

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  • Classroom
  • Edinburgh
  • English

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  • Classroom
  • Glasgow
  • English

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  • Classroom
  • Leeds
  • English

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  • Classroom
  • Leicester
  • English

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  • Classroom
  • Liverpool
  • English

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  • Classroom
  • London
  • English

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  • Classroom
  • Manchester
  • English

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  • Classroom
  • Newport
  • English

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  • Classroom
  • Nottingham
  • English

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  • Classroom
  • Portsmouth
  • English

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  • Classroom
  • Sheffield
  • English

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  • Classroom
  • Southampton
  • English

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  • Classroom
  • Sunderland
  • English

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  • Classroom
  • Wolverhampton
  • English

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  • Virtual Classroom
  • Online
  • English

Suitability - Who should attend?



Ideal for those with a background in, or are new to sales and customer service related roles. Professionals looking to refresh and update their understanding of latest customer service trends/best practice.

Training Course Content



Managing Customer Expectations

Customer profiles and their expectations
Understanding customer perception

Customer service and it's impact to business

What is customer service?
The customer journey
Improving customer satisfaction
Benefits to the business from excellent customer service

Communication breakdown

Typical customer issue scenarios
Importance of ownership
The top 3 tools to rebuild communication and trust

Positive mental attitude

Being proactive
Self awareness and influence on others
Emotional intelligence

Be a powerful communicator

Tone of voice
Body language
Active listening
Being authentic and building rapport
Style of language
Types of communication

Planning a customer interaction

Set the purpose and allocate time
Ensure sufficient research and solutions are in place

Being calm under pressure

Personality types
Ownership of our actions
Knowing how to be assertive but not aggressive
Developing coping strategies

Key course takeaways and agreed next steps

Role play scenarios
Examples of excellent customer service, turnarounds
Personal plan of action

Expenses



List price £650, promotional rates available. STL are the only company to offer a dynamic pricing and availability model, updated live on our site, daily on this portal. Closed group training options available (at your offices, UK wide/International or our London Venues). Contact us below.

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Reviews by course attendees

Average rating 4.9

Based on 188 reviews.
Reviews are published according to our review policy.
Write a review!
5/5
Simon
19 Jul 2023

Most useful topic: USP’s. Understanding roadblocks. Asking open questions. Product knowledge

5/5
Nathalie
19 Jul 2023

I’ll think about it and get back to you later on (time for things to sink on)!

5/5
Abhinav
19 Jul 2023

Overall a wonderful course put together and very well thought of with an enthusiastic and kind trainer. Maybe have a practice call or practical exam and get personal improvement...

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STL
1 Northey Street, 2nd Floor, CA House
E14 8BT London

STL

Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...

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