Who should attend
Anyone who interacts with customers in their day to day job will benefit from developing skills and confidence for dealing with the ever-increasing demands made by customers.
By the end of the course participants will be able to:
Explain the main elements of professional customer service
Outline the needs and expectations of customers (internal and external)
Identify ways of improving the quality of the customer experience
Understand the personal impact they can have on customers and how attitudes make the difference
Use a range of skills for communicating effectively with customers
Deal constructively with difficult customer interactions and tricky situations Course Content
Defining the importance of customer service from different points of view
Exploring customer experiences and what makes the difference
Clarifying customer needs and expectations
Understanding the connections between internal and external customers
Exploring attitudes to customers and how these affect standards of service
Awareness of barriers to communicating with customers – face to face, on the telephone and in writing
Overview of essential communication skills for dealing with customers
Focus on questioning, listening and responding skills
How to build rapport and improve customer relations
Use of language and how to influence customer behaviour
How to deal with customer complaints using the CLEAR technique
Customer feedback and continuous improvement
Personal action notes and transferring learning to the workplace
This course will be run at the Edinburgh Training and Conference Venue, which is situated in the centre of Edinburgh, just 5 minutes walk from Waverley Station and close to major bus routes, including the airport bus. Discounted parking is available at the St John's Hill NCP Car Park. Our training rooms are light and spacious, all are air conditioned with natural daylight.
Complimentary breakfast and lunch will provided, as well as tea and coffee throughout the day. If you've got any special dietary requirements just let us know, ideally in advance, and we will be pleased to cater for them. Our team will be there on the day to make sure everything goes smoothly. If there's anything you need please ask, because "If we Can we Will".