The BAsics of customer service
Regardless of which industry sector you work in, you are dealing with customers, either your internal customers (ie your work colleagues) or your external customers (ie the ones who pay for your goods or services). It is essential to look after them otherwise they could head off to your competitors. This short introductory course is a good reminder of why excellent customer service is needed and remind you of the basic principles.
Personalised customer service
Thankfully customers are not all the same way otherwise your working day would be a very boring one! But the customer service you offer to each customer has to be personalised to each customer and it’s not a matter of “one size fits all”. Customer service is all about looking after your customers whether you see them in your store or answer a phone call, email or social media query. Get it right and you have a loyal repeat customer who keeps shopping with you. Get it wrong and they don’t spend any more with you plus they spread negative news about your business to their circle of friends. The bottom line is that customer service is important to every business.
What's covered in the course
- Who are your customers? – internal customers and external customers
- What is customer service?
- What are customer needs and expectations?
- Why is excellent customer service important to a business?
- Customer satisfaction – what is it and why measure it?
- Communication skills – verbal/vocal/non-verbal, building rapport, showing empathy, remembering names
Who should attend the course?
This online training course is ideal for any member of staff that has day-to-day interaction with customers. It’s also relevant to staff in non external customer-facing roles; many of our clients report that the training improves communications between work colleagues (ie internal customers) as well as staff involved in front-line customer service.
This course is applicable to any business regardless of whether it is a product or service provider. Getting the customer experience right has a huge impact on the overall success of all businesses, whether your customers are individual consumers (B2C), business customers (B2B) or public sector organisations (B2G). It is relevant to staff working in retail, tourism, hospitality, healthcare, local councils, education and public utilities.
The Basics of Customer Service online course will be taken by Chartered Marketer Lynda Willis who has been delivering customer service training for over 8 years.
She has worked with a wide range of industry sectors from tourism, hospitality, health care, housing, retail and much more.
The important stuff
How is the course delivered?
This is an online course and it is delivered to attendees via Zoom. Delegates will be able to see the trainer and the slides as well as being encouraged to make comments via the chat function and to make verbal comments too.
Like to book a place today?
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