Customer Service

Skill development training material designed for you to pick up and run with the minimum of hassle. They come complete with all the resources you need to run the training course. No design worries!

““The customer service skills content is perfect for my workshop””


£132 (£110 + £22 V.A.T.)

Complete with copyright waiver licence, giving permission to amend the product in any way and multi-photocopying rights. All courseware products are subject to our Terms of Business. Please read prior to purchase. Pay online via credit/debit card/paypal by clicking the button below (PayPal account not essential). Alternatively to pay by cheque or be proforma invoiced go to Terms of Business to download an order form. Products are emailed to purchasers once payment is complete.


customer service course uk

Free Sample Slides/Trainer Notes

Management Training Course Sample

Free Delegate Manual

Management Training Course Sample

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Course Overview

By the end of the training course, participants will cover:

  • Key themes in customer service research
  • Exceptional customer service skills - what it is and what it isn’t
  • Moments of truth in customer service
  • Creating service that ‘delights’ not just ‘satisfies’
  • Consequences of poor service
  • 3 principles of exceptional customer service
  • Rapport building
  • First (and last) impressions count
  • Superior Service Questionnaire - How good are you?
  • In our customer’s shoes - what does the customer expect?
  • Role of emailing in customer service
  • Dos and don’ts of emailing
  • Using assertiveness to respond to difficult situations - saying no; disagreeing and negotiation
  • Nature of anger
  • Case study in dealing with angry people
  • Tips and tactics around dealing with angry people

Course Features

A feature of the customer service training material is the use of a Knowledge/Skill Checklist (within the delegate manual) - a list of the knowledge and skills being developed. Delegates rate themselves at the start and finish of the training course to establish the extent to which they have benefited. This also gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs.

What you Receive

  • 24 full colour slides (supplied on MS Powerpoint)
  • 39 page Master Course Notes (supplied on MS Powerpoint)
  • 46 page Master Delegate Manual (supplied on MS Word) with additional self study material for post-course reflection
  • 18 - point Superior Service Questionnaire in the delegate manual to assess customer service skill level (before, during or after the course)
  • A self study section on telephone skills in the delegate manual (the course content does not cover telephone skills. Please see our Telephone Skills course material)

Target Audience

All staff who are responsible to deliver service to others - customers, clients or internal customers

Duration

  • 1 Day

Costs

£132 (£110 + £22 V.A.T.)

Complete with copyright waiver licence, giving permission to amend the product in any way and multi-photocopying rights. All courseware products are subject to our Terms of Business. Please read prior to purchase. Pay online via credit/debit card/paypal by clicking the button below (PayPal account not essential). Alternatively to pay by cheque or be proforma invoiced go to Terms of Business to download an order form. Products are emailed to purchasers once payment is complete.

Multi-buy Pack Courseware

Buy any 6 fully designed ready-to-deliver courses for £552 (£460 + £92 V.A.T.) A saving of £240! Email us with the names of the product titles and we will liaise with you for payment. Products must be purchased in one order.

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