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Behavioural Customer Services Training training course

Course code: LM-BCST  |  View the training area

Course overview

A 1 day interactive training course that uses the four pillars of emotional intelligence to underpin the introduction of skills that enable your people to choose the correct and appropriate behaviour when dealing with challenging customer service situations.

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Benefits of attending for the learner

  • Learn how to take personal responsibility.
  • Working with others to find solutions.
  • Follow how to follow the issue until it is fully resolved.
  • Understand the importance of keeping the customer informed and how best to communicate with them.
  • Follow the Golden Rule - treating customers how you would like to be treated yourself.

Benefits of attending for the employer

  • Improve customer service ratings.
  • Improve client retention.
  • Reduce conflict situations in the workplace.
  • Improve staff morale through empowerment.

What you will learn

  • Self awareness - understand your emotions and personal drivers at work, and the effect they have on other people.
  • Managing emotions - learn to recognise your personal judgements and conflict trigger points in order to respond positively to a situation rather than react to it.
  • Understanding others - develop empathy in order to understand another person’s emotion and gauge the appropriate response to their needs.
  • Social awareness - develop an ability to effectively build rapport, manage relationships and demonstrate that you are taking ownership of the service issue.

What qualifications will you achieve?

  • You will receive a certificate of attendance from Develop Training Ltd.

How is this training delivered?

  • This is an interactive workshop with an effective blend of insightful practical exercises and theory-based learning.

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