Upcoming start dates
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Suitability - Who should attend?
Managers and staff of organisations of any size who have a customer facing role.
Outcome / Qualification etc.
By the end of this course delegates will have the skills to:
- Give customers an excellent experience.
- Provide great service using the full circle of components that customers expect.
- Use listening and questioning skills to ensure the customer feels fully heard.
- Demonstrate congruence in words, tone and body language when helping customers.
- Use the full customer communication cycle.
- Clearly explain to customers how they will help with queries and resolve problems.
- Handle customer complaints with empathy, sensitivity, and urgency.
Training Course Content
- Explore the definitions and differences between Customer Service and Customer Experience
- The components of Customer Service
- The factors that differentiate excellence for customers
- Identifying good service
- The five dimensions of service quality - Tangibles - Reliability - Responsiveness - Assurance – Empathy
- How to create ‘Raving Fans’ – Kenneth Blanchard and Sheldon Bowle’s perspective
- The components of good communication in Customer Service
- The role of transactional analysis in Customer Service
- Handling customer complaints
Course delivery details
This programme provides delegates with a structure for helping customers across all aspects of the relationship. It encourages them to have empathy for the customer's point of view, whilst equipping them with the skills necessary for effective communication.
Continuing Studies
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Cosensa Learning and Development
Innovation Factory
385 Springfield Road
BT12 7DG Belfast
Cosensa Learning and Development Training Courses
Cosensa Learning & Development offers training courses for professionals and organisations throughout the public, private and third sectors. All Cosensa trainers are highly qualified, with extensive experience in training and coaching. Cosensa's wide range of open courses are delivered throughout...
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