A one day customer services training course which combines modern theory with a number of practical sessions to achieve the goal of excellent customer service.

Too often customer services representatives are given difficult, stressful roles without adequate training. In this course we combine what you definitely need to know to get you started in a customer service role in a fun, thought provoking format where delegates can enjoy learning together in a stress free environment. 

Whether your role involves you operating over the telephone or in a customer facing role which requires you to meet with clients on a face to face basis, this course has something for you.

Ideal for anyone new to customer services or for those looking to add some new skills to their sales 'tool kit'.

Course Content

The customer service training course covers the following topics:-

• What is Customer Service? - Definitions
• Understanding your products or services - their benefits and features
• Understanding your client's immediate requirements

Telesales Skills

• It's not always what you say but how you say it
• How to deal with callers who have been 'on hold' for a while
• Verbalising the 'invisible' - how to explain over the telephone in a clear, concise manner
• Responding to 'difficult' requests and objections
• How to empathise but still get your message across
• How to develop rapport
• How to close the call on a positive note

Face to Face Skills

• Active listening - using your eyes as well as your ears
• Making a positive first impression
• Identifying Up-Selling and Cross-Selling Opportunities
• Dealing with 'difficult' people
• When and how to apologise and when to acknowledge a grievance
• Turning Negative situations into ones with Positive outcomes

 General Sales Skills

• Cross Selling and Up Selling
• Creating Customer Loyalty
• Measuring and recording progress

The customer services training course is limited to a maximum of twelve delegates. Course costs cover the training session, a comprehensive set of course notes, lunch, refreshments and an attendance certificate.

This is a non-residential training course. This course can be delivered in-house if required. For further information, contact Aster Training on 01296 720281 for a Free Consultation to discuss your training requirements.

Cost is exclusive of VAT which is chargeable at the current rate. Prices are correct at the time of publishing, but may be varied in line with market conditions from time to time.