Customer Service Face-to-Face Course Programme

Duration

1 day

What is this course about?

Customers have a wide range of contact options these days and there are a multitude of channels available for you to interact with your customers.  However nothing will ever replace face-to-face contact with your customers and many organisations still deal with a great deal of customers in this way.

 

This course has been specifically designed to give delegates all the skills and techniques they need to ensure that they achieve high levels of customer satisfaction in each face-to-face interaction.

 

During the training delegates will develop their communication skills both verbal and non-verbal and they will have a chance to practice getting this right every time in the training room.

 

Workshops and case studies will be designed and developed to match your exact circumstances and will keep the course relevant throughout.

 

Objectives

By the end of this course delegates will be able to:

• Communicate effectively with customers face-to-face at all times
• Adapt their communication style to suit different customers
• Interact with every customer type including internal customers
• Listen and respond with empathy
• Use positive non-verbal communication
• Deal with difficult people and situations
• Build rapport with customers easily
• Exceed customer expectations

 

Who would benefit

Anyone who interacts with customers regularly on a face-to-face basis

 

Key topics covered

1. Introduction

• Defining excellence in customer service
• The face-to-face challenge

 

2. Meeting and Greeting

• First impressions
• Acknowledgement and welcome - the golden rules
• Creating a positive impact

 

3. Communication Skills

• Identifying different communication styles
• Adapting your communication style to suit your customer
• Positive language

 

4. The importance of body language

• Tips and techniques for positive body language
• Recognising your non-verbal signals
• Understanding the body language of your customer

 

5. Listening Skills and responding with empathy

• The gentle art of listening
• Active listening
• Responding with empathy

 

6. Different Customer Types

• Understanding different customer types and their needs
• Adapting your language and behavior to suit the customer
• The internal customer

 

7. Building rapport

• Putting your customer at ease
• Understanding and responding to your customers signals
• Building relationships (even in a short time)

8. Dealing with Difficult Situations

• Responding positively to challenging situation
• Using positive language
• Diffusing difficult situations
• When the customer goes too far

9. Summary

• Key learning from the day
• Developing a personal action plan

 

Other areas of interest

Delegates who have attended this training course have also been interested in the following other areas:

Customer Service on the phone                                   Dealing with Difficult Customers

Excellence in Customer Service                                  The Written Skills of Customer Service

 

In-Company Training

This face-to-face customer service training course can be delivered on an in-company basis for up to 12 delegates focusing on scenarios that are directly relevant to the day-to-day roles of the delegates. 

To discuss your requirements in more detail please call 0845 130 5714, email info@ga-training.com or use our short online contact form and one of the team will be delighted to take a more detailed brief from you.

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GA’s customer service training courses are all tailored to your needs using real-world examples that are relevant and applicable to your exact circumstances. You can choose a tailored solution from our existing portfolio or we will design and develop a programme just for you.