Quality Customer Service

Quality Customer Service is a one-day course that is designed to equip participants with the skills and knowledge of how to provide quality customer service in the course of their daily work. The course aims to instil an ethos of exceptional customer service into the culture and workings of an organisation. It will focus attention on enhancing participants’ skills in delivering exceptional customer service to both the internal and external customer.

This course will develop participant’s interpersonal skills with a focus on communication (face to face, online and when on the telephone) including how to deal with complaints, conflict and criticism and how to actively listen to customers.

Learning Outcomes

Upon completion of this course, participants will:

• Recognise the importance and impact of customer service and make excellence in customer service a core value.
• Focus on customers’ expectations, explain what customers’ value and create a customer focus.
• Explain the differences and similarities between internal & external customers and how to demonstrate excellent customer service with both.
• Demonstrate the key interpersonal skills needed to deliver a quality service both on the telephone and face to face.
• Demonstrate their abilities to ask questions, listen actively, empathise and respond effectively to all customer needs.
• Recognise the various categories of difficult customer situations and agree the best approach to be taken in order to achieve the desired positive results.
• Bring the learning from practice sessions into the workplace and have a step by step approach to their customer service delivery.

Course Content

The course will cover the following areas:

• Understanding what is quality customer service?
• Who are our customers and what are their needs?
• What do customers expect?
• How do we manage customer expectations?
• Guidelines and policy
• Customer Service Skills
• Dealing with difficult customer situations
• Learning from complaints – what can I/We do differently?
• How do I look after myself?

Excellent Customer Service is a one day online course (10:00 am – 4:30 pm) that will be delivered remotely and facilitated by a subject matter expert. Course times may be subject to change.

This course is scheduled to take place on 4 October 2023.