Why is Customer Service important?
Interacting and engaging with customers is integral to the success of any business. When employees take the time to actively engage with customers to understand their needs and navigate their concerns, they build positive customer relationships and leave customers feeling satisfied with their experience. By maintaining these consistent, high-quality customer interactions, employees create a good reputation for the business and cultivate a positive brand image. For the customer, this encourages trust and loyalty, which in turn promotes sales and profitability for the organisation.
Who should attend this course?
Everyone in an organisation impacts the customer experience, both directly and indirectly. This course is suitable for any individual wishing to better understand the significance of the customer experience and learn how their role within the organisation contributes to this. Participants will expand their interpersonal skills, such as building rapport and active listening, applying them to customer interactions to elevate customer engagement and satisfaction.
How is it delivered?
Course Objectives
This Customer Service Course can be delivered either as a face-to-face workshop or via a trainer-led remote training session. Participants receive a digital workbook to support them throughout this development
During this training, participants will: ·
- Examine the relationship between ‘service’ and ‘profit’ (or ‘surplus’)
- Understand the customer journey and ‘touchpoints’ where their work and/or behaviour impacts on the customer experience
- Gain practical strategies to increase customer engagement
- Be able to apply key customer relationship building skills (i.e. building rapport and establishing needs and expectations)
- Have a range of techniques to manage expectations and handle tough conversations
If you would like to book this Customer Service training course, please call 0345 021 2356 or e-mail [email protected]
Course Benefits
What flexibility can be offered with this course?
Participants can expect the following benefits:
- A greater understanding of their influence on the customer experience
- Confidence handling difficult conversations
- Active listening skills
- Effective communication skills
- Enhanced interpersonal skills
- Confidence exploring and problem-solving customer issues
This course can be adapted to meet specific customer needs or a specific context for customer service within your organisation, e.g. relating to specific customer groups or understanding the role of specific departments on the customer experience.
Building Relationships
The aim of this course is to equip participants with the necessary skills to build and maintain successful relationships in the workplace. Participants will learn about different social styles and explore the vital roles of communication, respect, and trust when dealing with issues both within their team and the wider organisation. Click here to view the course outline: https://adaltadevelopment.co.uk/course/building-better-relationships/
Communication Skills
The aim of this communication skills course is to help participants develop effective communication skills and techniques that will enable them to communicate confidently and purposefully with people at all levels in a range of situations. Click here to view the course outline: https://adaltadevelopment.co.uk/course/communication-skills/
For more information, contact us at [email protected] or ring 0345 021 2356.
Get in touch with Adalta, alternatively you can call us on
0345 021 2356
Adalta Development Ltd
9 Riverside
Waters Meeting Road
Bolton
Lancashire
BL1 8TU