Delivering First Class Customer Service (2 days) Course Overview This highly practical two day programme helps you to develop and improve the skills and attitudes vital to providing First Class Customer service. The workshop covers the principles of customer service and provides the participants with the opportunity to explore and practice the necessary skills. Designed For All levels of employees that are involved in the front line delivery of service to customers, be that by phone, post, internet or face-to-face. It can also be tailored to involve teams in defining customer service standards in order to gain their full commitment. Objectives By the end of this course you will be able to: Recognise the importance of customer service Understand the different types of customers and how to interact with them Handle difficult customer service situations Practise the skills essential to providing first class customer service Understand the impact of attitude Course Content Our Customers – who are they? Identifying our customers Customer expectations – do we deliver? What do customers expect from us? What does good service look like? Attitude is everything Exploring and practising the crucial skills needed to build relationships. Listening Skills Questioning Skills It’s your call Taking responsibility for all aspects of the task or query; cultivating the ‘right first time’ culture. The really angry customer We practise the key skills to stay calm and in control when the customer doesn’t. Role-plays and constructive feedback to build technique and confidence. Let’s make it happen Where do we go from here? A powerful session where the participants' ideas are explored. They will generate, discuss and document proposals for improving the quality of customer service. Group Presentations & Action Plans Groups present their ideas and give others the chance to add value and ask questions. Participants review and update their action plans – to be reviewed 4 to 6 weeks after the course. What can the participants expect? A supportive, participative and enjoyable learning environment Participants will be awarded a certificate on successful completion of the course