The Basics of Customer Service Online Training

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.

A customer is the most important visitor on our premises. He is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.

Mahatma Gandhi

Who is the course for?

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.

Bespoke inhouse courses can be delivered to a group of staff from the same organisation. Alternatively individuals can book places on an open course which take place from time to time.

How is the course delivered?

This is an online course and it is delivered to attendees via Zoom, Go To Meeting or Microsoft Teams. 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.

How long is the course?

This is a one hour course.

What is 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

Ideally this introductory course should be followed up with one of our other online training courses: