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Customer Service Excellence training course

Course code: LM-CSE  |  View the training area

Course overview

A 1 day training course to highlight the characteristics of excellent customer service and provides learners with the skills to provide it. In a competitive marketplace, customer service becomes an important differentiator, this course is for anyone who provides a service to external or internal customers.

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Benefits of attending for the learner

  • An understanding of who your customers are and how to meet their needs.
  • You'll be able to recognise the importance of providing excellent customer service.
  • The workshop also focuses on the key components of customer service and putting into practice these elements when managing customer relationships.

What you will learn

The course is an interactive event defining customer service and applying key skills and techniques. The session also encompasses dealing with difficult customers and challenging situations.

Course content:

  • Identifying both internal and external customers.
  • Recognising and removing barriers to customer service.
  • Defining customer service and why it really matters.
  • Understanding customer needs.
  • Recognising critical customer interactions.
  • Identifying your current customer service skill levels.
  • Practicing key communication techniques including questioning, listening and rapport building.
  • Etiquette.
  • Dealing with angry/difficult customers.

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