Spearhead Training > In-company Business > Customer Service Skills Training

Customer Service Skills Training
A one-day in-company training programme

A one day workshop to improve customer service skills and as such suitable for all staff who deal with customers. Delegates will gain an understanding of the key principles of customer service and practice the skills necessary to deliver great service.

This training course is available as an in-company option only. We can also tailor this course or create a bespoke training course for you.

Programme Contents

Why is Customer Service Important?
Who are our Customers?
Understanding the Needs of Customers
Customer Care Standards
Communicating with Customers
- Questions - the Different Types
- Using Questions Effectively
- Adopting Effective Listening Habits
- Non verbal communication
Telephone Techniques
- Answering Calls Professionally
- Do’s and Don’ts
Handling Awkward Customers
- Showing Empathy and Understanding
- Handling Irate Customers
- Dealing with Complaints
Instant Role Play
Your Action Plans