Customer Service Skills Introduction Customer service is increasingly becoming the method by which organisations try to differentiate their company from others offering a similar product or service. This course will supply delegates with the knowledge on how to go about doing it. This course will enable participants to: • Define excellent customer service • Understand the moments of truth • Appreciate the impact their choice of words make • Recognise who their customers are • Understand internal as well as external customer needs • Deal with complaints effectively • Understand how to calm an upset customer Who the course is for This programme has been designed for anyone who ever needs to deal with a customer and wants to do it professionally and confidently while also improving the customer/ supplier relationship. Course Content • Good/ poor service - what does it look and sound like? • Positive and negative words • Questioning to gather information • Listening not just hearing • Moments of truth • Delivering on promises • Turning complaints into compliments • Telephone service • WELCOME technique • Practical exercises Duration: 1 day 6 “Tutor excellent, content very informative and lots of things to take away and use in the future.” Norfolk County Council delegate