Improving Customer Service Skills Training course
DURATION
1 day
LOCATION
Exeter or onsite at your premises.
Defining Customer Service
- What is customer service?
- Why is it important?
- Putting customer needs first
- Making the customer feel special and valued
Identifying Your Customers
- Internal customers
- External customers
- Finding out what your customers want and need
Meeting Expectations
- What impression do you create?
- Importance of timeliness
- Ensuring quality and consistency
- Setting expectations
Building relationships
- Establishing rapport
- Keeping things professional
- Showing empathy – ensuring the customer feels listened to
Communication Skills
- The communication funnel
- The art of asking good questions
- Active listening skills
- Body language
Telephone Techniques
- First impressions count
- Methods of transferring calls
- Passing on messages
- Phrases to avoid on the telephone
Remaining Calm Under Pressure
- Understanding different customer types and how to handle them
- Handling unreasonable expectations
- What to say or do – what not to say or do
- Delivering bad news
- Problem solving in different situations
Preventing Customer Service Problems
- Understanding why customers complain
- Evaluation techniques
- Measuring results
WHAT’S INCLUDED?
Courseware and manual, certificate of achievement, refreshments and lunch are all included in this course.
TO BOOK
For more information or to book onto our Assertiveness training course please contact us on 01392 824 022 or email training@amesolutions.co.uk.
If there is another course that is not listed on our site, that you are interested in attending then please let us know and we can arrange one to one training onsite with our Trainer.
You can see a full list of our training courses here.
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We can help you!
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Testimonials
Force Cancer Charity
We are delighted with the service we receive from AME. Their team is highly professional and personable and their support and maintenance contract works extremely well for us as a small organisation.
C G Fry & Son Ltd
It has been a pleasure to work with the AME team who are professional, reliable and very competent at their jobs. They always provide great communication when we log a support call and when they come onsite. We would not hesitate in recommending AME.
Pathfinder Homes
The AutoCAD course has been better than I imagined. I really feel as though I have made some key skills and am looking forward to putting them into practice. Andrew was an excellent trainer, he was very informative, helpful and made it a good experience.
J. Wippell & Co Ltd
We have every confidence in recommending AME to other organisations that require expert I.T. advice, support, software development and training.
Devon & Cornwall Police
Excellent Microsoft Sharepoint course which provided comprehensive coverage of the Sharepoint site. Particularly impressed that we were able to explore an area of our business in such detail. The Trainer Andrew was professional and friendly.
Exeter Golf & Country Club
Steve and Simon can be proud of the manner in which all the team represent AME. They are professional, friendly, knowledgeable, and efficient and they get on really well with all of our employees. I have no hesitation in recommending AME to other companies.
South West Water
We have a long standing relationship with AME, who provide our employees with IT software training. They are efficient at arranging courses, professional at delivering them and sensitive to delegates’ learning styles. We recommend AME to any business looking for an excellent training provider.
Dart Marina Hotel & Spa
We would like to thank the team at AME for the excellent technical support we receive, and the professional IT advice you provide for us. We have no hesitation in recommending AME to other companies requiring professional IT support and consultation.
The Cavanna Group
The Directors of the Cavanna Group are so impressed with the knowledge, ability and above all the dedication shown by AME Solutions. We have no hesitation in recommending AME Solutions as an IT support provider, and we are very happy with the service they provide.
Saunton Golf club
The AME technical team are brilliant with my staff, and any support calls have been handled in an efficient and customer orientated way. It’s a pleasure to work with AME.
St. Pauls Dental Practice Ltd
AME Solutions provide us with an IT team of approachable, knowledgeable, real people that it is a pleasure to do business with.
After receiving commendation from one of their existing clients, we contacted AME for an overall review of our standing IT infrastructure. Having outgrown our current IT support we were looking for an established company who could cover our requirements now and through potential future development.