Customer Service Management

London Corporate Training
Training overview
Professional Course
Classroom, Self-paced Online
5 days
Start dates
Online
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London
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COVID-19 Update

This provider offers an online version of their classroom courses

This provider has changed its terms and conditions to allow for rebooking/an amended cancellation policy in light of COVID-19

Training content

This Customer Service Management course will cover:

An Introduction to Customer Service

  • The core principles of customer service excellence
  • Understanding of the different types of customer and the value of customers and their loyalty
  • The costs and impacts of poor customer service
  • How measuring customer relationships can enable greater business success
  • Understanding unpleasant experiences

Essential Customer Service Communication Skills

  • The language and communication skills for successful interactions
  • The message drop-out
  • The three elements of effective communication
  • Building rapport with verbal communication
  • Adapt your behaviour to meet customers’ needs or expectations

Dealing with stress and calming upset customers

  • Understanding what makes customers upset
  • Contrast successful and difficult customer relationships
  • Strategies for calming upset customers; face-to face, over the telephone, via email
  • Understanding the stress of customer services roles
  • Managing, or eliminating, stress

Maintaining a positive and customer-friendly attitude

  • The individual in customer service activities
  • 10 Tools to help you manage your time in customer services
  • Maintaining a ‘can do’ approach
  • Techniques for asking questions
  • Strategies for adding genuine value

Development of a toolkit to build stronger and long lasting customer relationships

  • Why the telephone is so important to customer service
  • Recognising the customer’s preference and adapting accordingly
  • Mastering the telephone
  • Understanding the signals you send out to customers
  • Identify and negotiate the best deal/outcome possible

Costs

Please contact us for more information on pricing.

Why choose London Corporate Training?

We have trained over 2,500 delegates from almost 600 client organisations

Complimentary Heathrow transfer (one-way)

Endorsed by various organisational and subject specific accrediting bodies

About London Corporate Training

London Corporate Training (LCT)

London Corporate Training have been established in the education, consulting and training industries for two decades. They work as a training team from their head office in London and aim to ensure all of their course participants receive the highest...


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Contact info

London Corporate Training

3 Shortlands, Hammersmith
W6 8DA London

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