Customer Service & Team Building Training Course

Customer Service Training Course : Team Building Training

After taking your course students will achieve significant knowledge and understanding of:

-Fulfilling personal and organisational needs,

- the importance of how you do things,

-  customers buy experience,

-How to get repeat business,

- identifying and dealing the silent complainer,

-How to become the company ambassador 

Participants will know

-          What’s different about good service?

-          How to put customers first,

-          what you need, quality, attention to detail, delivering great service, taking responsibility,

-          remembering good and bad service 

-          Effective customer communications

Customer service matters because everybody in every organisation either helps customers directly or helps colleagues (internal customers) who serve the paying customer.

This course is for people who work in:

Commercial companies supplying goods or services

Public sector utilities

Central and local government departments

Voluntary organisations

They all have customers.

Listening skills

80:20 ratio

Check understanding

Demonstrate listening

Build relationships

Diagnostic listening

80:20 ratio

Effective listening means not talking:

They talk, you listen – the ratio should be 80:20 or even 90:10

You don’t interrupt (unless they are way off the subject, or you can’t understand what they are saying)

You pay attention to what they are saying, rather than sitting there pretending to listen while you plan what you’ll say next

You make written notes of key points

Customers depend on your business to deliver products or services they need and sometimes they will get angry if mistakes occur.  They might feel they have wasted their time or money, or might have missed an important deadline (such as a birthday if they bought a present from you) because of your product or service failure.  They might experience frustration reporting the complaint to you if they’re put on hold for a long time, or they’re passed around the organisation endlessly.

You need to address two different problems:

What went wrong

How the customer feels about what went wrong

You’ll need to show the customer that you are listening and sympathetic to how they feel before you can address what went wrong.

Everybody in every organisation:

•Helps customers directly

  or

•Helps colleagues who serve the paying customer

Your personal benefits of delivering good customer service

•You’ll get more satisfaction at work

•

•Others will be friendly towards you

•

•You’ll have less re-work if you get it right first time

•

•You’ll waste less time fire-fighting problems

•

•You’ll have more control of your time and workload