Customers are now savvier than ever, with the ability to check up on anything you say or do with a flick of their smartphone. However, each customer also has a different definition of what ‘customer service’ means to them.

This course will help you understand the fundamental principles of excellent customer service delivery, whether you communicate with customers in person, on the phone or via email.

What you will learn:

• Define what great customer service is for yourself and others
• Get serious about delivering great customer service
• Understand how the service-profit chain affects your organisation
• Identify ways to truly meet your customers’ needs
• Communicate effectively with your customers via email, telephone, and in person
• Deliver bad news to customers in a more positive manner
• Confidently deal with unhappy customers and develop a solution-centric approach to complaints

What you will get on the day:

• Workbook
• Lunch and refreshments
• Capped class size
• eCertificate

This course is ideal for:

Ideal for team members at all levels who are wanting to develop their customer service and communication skills for working with internal and external customers.

For team leaders, supervisors and managers leading teams interacting with internal or external customers, we recommend the Leading Customer Service Teams course available at Leadership Directions.