Customer Service

CUSTOMER SERVICE SKILLS

This online course provides the knowledge your staff need to develop excellent customer service skills.

The benefits from providing excellent customer service are obvious.  You have a better chance of retaining existing customers which is much easier than trying to find new ones. The ability of staff to be able to effectively handle a customer compliant can make the difference between keeping and loosing a customer.

Happy, customers help you generate new business by telling others about their experience.  Word-of-mouth recommendations are the most effective form of sales.

In addition to the commercial benefits treating your customers with dignity and respect helps to create a healthy environment for all.

This course is fully online.  After purchase licenses you can then email the course to your colleagues.  You will see when they have completed the course and can download their certificates.

COURSE OBJECTIVE

To improve levels of customer services in your business by providing the knowledge staff need to develop excellent customer service skills.

LEARNING OUTCOMES

• Why great customer service matters
• Components of delivering great customer service
• How to retain existing customers
• How to help generate new business
• Dealing with difficult situations

COURSE CONTENT

• Does Customer Service Really Matter?
• Defining Great Customer Service
• Key Ingredients of Great Customer Service
• Dealing with Difficult situations
• Quiz

CERTIFICATE

At the end of the Customer Service Skills course there is a 10 question, multiple-choice quiz.  If learners demonstrate their understanding of course content by achieving a minimum score of 80%, we’ll email them their completion certificate.  If learners score less than 80%, they can revisit any part of the course and retake the quiz until they are successful. A posted certificate is available for £9.

CERTIFICATE

IDEAL FOR

Everyone in your team who is customer facing, interacts with customers over the phone or online.  The course is ideal for sales staff and all customer service staff who on occasion have to deal with dissatisfied customers.

INCLUDES

• Self-paced, interactive content
• Final assessment to evidence learning
• Emailed certificate
• 12 months access
• Zero Carbon product

CARBON OFFSET CERTIFICATE

FURTHER INFORMATION

Why is Customer Service Important?

Good customer service is vital for business success.

In this day and age, social media and online reviews make widespread sharing of experiences – whether positive or negative – easier than ever.

Now, contrast good service that you have received with the situation where you have received poor customer service.  How did you feel?  Disgruntled, dissatisfied and angry?  This is common.   Disgruntled customers can cause huge damage to your reputation and business by loudly publicising what happened to them.  And because people are much more likely to share their negative experiences, this can overshadow any positive customer service you may have provided. 

What is great customer service?

The phrase “The Customer is Always Right” is often quoted as a basic truth behind customer service ideals.  

But this can’t be true for every situation, can it?  Perhaps a more appropriate saying would be “The Customer Always Thinks They are Right”.  Or, that the customer is always right, even when they’re not!

Imaging you are dealing with an unhappy customer.  If you treat them with respect, listen carefully to their issue and empathise with them, this helps to build trust regardless of whether they are in the “right” or the “wrong”.  They will be much more likely to then work with you to reach a solution which everyone is satisfied with.

Providing great customer service requires a few different ingredients that are covered in the Customer Service Course

What else contributes to great customer service?

The Right Staff – customer service isn’t for everyone. The best people for these roles naturally have a customer-focused mindset, can work independently or as part of a team, and take real responsibility for customer satisfaction.

Systems and Training – great customer service is never ad-hoc – it needs to be planned and considered. Procedures should be available for every conceivable customer situation, along with a set of general principles to refer to should something unforeseen come up. Having systems in place helps ensure everyone is on the same page, and that customers are treated fairly. Staff should receive training to allow them to deal with any situation, whether anticipated or not.

Effective Communication – both between staff and customers, and internally in your organisation – is vital for great customer service. Dealing with issues quickly and effectively is a key element

E: [email protected]  |  T: (+44) 0131 661 8253

COMMUNICATION SKILLS   |    DELEGATION SKILLS    |   WORKPLACE SAFETY