Tel: +44 (0) 1635 890450 Follow us on: Home In-company training Management training courses Budgeting for managers Chairing meetings Change management Competency based interviewing Coaching skills Creativity and innovation Delegation skills Emotional intelligence Facilitation skills Finance for non-financial managers First line manager training - part 1 First line manager training - part 2 High performance teams Leadership skills Performance appraisals Performance management Recruitment and selection
Sales & customer service courses Business networking Consultative selling Complaint handling Customer service Negotiation skills NLP sales training Sales for nonsales people Selling skills
Bespoke training Performance coaching
Communication skills courses Assertiveness skills Communication skills Conflict resolution Dealing with difficult people Influencing skills Minute taking Presentation skills Report writing Stress management Telephone skills Time management Train the trainer Assessment Induction centres programmes Psychometric Team testing building SHL MBTI Ability team Tests building SHL Belbin OPQ team SHL building Scenarios Training Talent consultancy Q
Other services About us Why choose KSL Training Our training consultants Our clients Career opportunities Resources Blog Contact us
Customer service training Improve customer satisfaction and grow your business Contact us for more info
You are here: Home > In-company training > Sales & customer service courses > Customer service training
Customer service training
Raise levels of customer care with this practical training programme. An engaging customer service training course to develop and fine-tune customer service skills, with half-day or one-day training options available.
Target Audience This course is ideal for anyone seeking training in customer service and customer care. The majority of delegates attending our customer services courses are in customer facing or customer support roles, who want to develop their customer service skills and behaviours. We are also experienced at providing bespoke training courses in customer services, as well as longer term programmes to meet specific organisation goals and service standards. Our customer service training is always aligned to the most frequent method of communication used to connect with your customers e.g. face to face, telephone, email.
Related Courses Communication Skills Complaint Handling Selling Skills
Course Aim KSL’s customer service skills training is specifically designed to develop the participants’ skills and behaviours to offer exceptional customer care. It also empowers participants to provide effective solutions to customer facing problems, when they arise.
Course Objectives By the end of this one-day course, the participants will have: Adopted a consistent, professional style when speaking with customers Developed skills in engaging with customers and handling their enquiries effectively Listened effectively, asked questions and summarised to respond fully to a customer request Identified ways they can add value to customer relationships and exceed expectations Practised how to turn customer service disappointment into a positive experience
Course Overview Defining Customer Service What does great service look like and feel like? Sharing our own experiences of good and bad service Responsibility for customer service Stepping into your customers’ shoes Individual and group exercises, facilitated group discussion Handling customer enquiries Customer contact model and service standards Creating lasting first impressions Building and maintaining rapport Using positive language and tone of voice Demonstration, facilitated group review, pairs exercise with group review Establishing customer needs and responding to requests Questioning Active listening – including taking notes Summarising Practical exercises in pairs and trios with group discussion Handling work based customer requests Identifying challenging customer requests Responding to challenging customer requests assertively Group discussion, short practice sessions in pairs with feedback Service recovery Turning disappointment into delight Identifying the nature of customer complaints Responding to customer complaints Introducing colleagues to resolve customer service issue Group discussion, presentation, exercise with group review Complaint handling practice Practise brief Practise sessions Complaint handling practice sessions with feedback, group review Building customer relationships Relationship triangle – trust and loyalty What differentiates us from our competitors? Identifying ways to add value and exceed customer expectations Following up Presentation, revolving flipchart exercise in small groups, group review Applying the learning and next steps Review of learning and action planning Course feedback The customer service training will be supported with: An optional participant pre-course questionnaire and/or pre-course reading covering customer care A colour printed workbook with customer service tips, techniques and space for personal notes
Free Resources Please read our informative customer care related articles: How to Improve Customer Service Customer Service Training Ideas Dealing with Difficult Behaviour Developing a Customer Service Training Programme Handling Customer Complaints
Written by Kim Larkins
© KSL Consulting Ltd. DO NOT COPY content from this page. Plagiarism will result in prosecution and DMCA takedown actions.
Share this page:
A few of our clients...
QUICK LINKS Home Other services In-company training Our clients Training resources Latest news
SIGN UP TO RECEIVE OUR NEWSLETTER
OUR OFFICES KSL Training Suite 10-12, Kingfisher Court Business Centre, Hambridge Road, Newbury, RG14 5SJ, UK Tel: +44 (0) 1635 890450