Effective Customer Service
Course Code: BSECS
Duration: 1 day
Price: £395
Upcoming Events
- Virtual Classroom
- Wed 2 September 2026
- 1 day
- £395.00 (€460.00)
- Virtual Classroom
- Mon 30 November 2026
- 1 day
- £395.00 (€460.00)
- Virtual Classroom
- Mon 1 March 2027
- 1 day
- £395.00 (€460.00)
- Virtual Classroom
- Tue 15 June 2027
- 1 day
- £395.00 (€460.00)
Course Overview:
Discover how to generate repeat business, improve every customer experience, and increase satisfaction levels by gaining the skills and techniques that you need to deliver excellent customer service to your clients.
Target Audience:
This one-day tutor led workshop is perfect for anyone who works in a customer service environment and wants to effectively develop and manage relationships with internal and external customers.
Course Objectives:
By actively participating in this course, you will learn how to:
- Describe the importance of individual and supportive customer service.
- Describe how our attitude affects the way we behave and the service we provide.
- Use a range of communication tools as part of the overall customer relationship management.
- Influence others and manage expectations.
- Effectively manage challenging situations and difficult customers.
Course Content:
Customer Service (small group discussion):
- Who is our customer?
- What do they need from us?
- Good customer service experiences
- Bad customer service experiences
Quality
- Definition
- Implications for the team
- Continuous improvement
Force Field Analysis
- Helps and hindrances
Behaviour
- Empowerment: you and your customers
- Rapport building
- Listening and questioning skills
- Assertiveness: saying ‘no’
- Managing difficult behaviour
- Team working
Action planning
- Making an action plan
Prerequisites:
There are no pre-requisites for our onsite or in-centre courses. For our Virtual Classroom training you will need a laptop or PC with a working microphone. A webcam is also recommended for the best experience!
Certification / Exam:
There is no exam relating to this course.
Further Information:
For more information or to book this course, please contact our Course Enquiries Team on 0117 370 1970 or send us an email us at enquiries@skilltec.co.uk
