Customer Services

About this Customer Services course

As customers or clients ourselves, we all know what good customer service looks like: from first contact through to the final step of the transaction and any after-care that may apply. Mostly the interactions between organisations and their clients/customers/members of the public are friendly and efficient. From time to time, in situations of high volume, miscommunication or where one of the parties feel stressed, challenges can occur. This one day course aims to give staff members the competence and confidence to develop an understanding of effective customer services and to build an awareness of their own communication and interpersonal style when dealing with clients/customers or members of the public.

AWARD

The Learning Rooms Certificate of Completion

DELIVERY

1 day face-to-face

PRICE

In-company course price: €1,450

IN-COMPANY COURSE

Maximum 18 participants

WRITTEN BY AN EXPERT IN THE FIELD

High quality learning materials

CPD

6.5 CPD points

Who is this training for?

This one day course is for front line staff who work ‘front of house’ in reception or in other service functions who deal with clients, customers and members of the public who wish to learn what makes excellent customer service.

Course Details

This course covers the following areas:

Course content

The customer journey
The Moment of Truth
The role of staff members
The cultural challenge
Understanding expectations
Types of difficult interactions
Defusing techniques
Dealing with challenging service users
How to maintain a firm tone
Listening and interaction styles

Learning outcomes

At the end of this one day interactive course, participants will

Understand the customer journey
Understand how excellent customer service enhances this experience
Understand their own rights and responsibilities
Understand how their own behavior impacts on clients/customers
Develop greater competence to handle difficult interactions assertively and with greater confidence