®
Course Description
Designed for those new to customer service, this course introduces the fundamentals of excellent customer service. Participants will learn essential communication skills, problem-solving techniques, and how to create positive customer experiences.
​
Who Should Attend
Individuals starting a career in customer service or those looking to enhance their basic customer service skills.
​​
Minimum Age
The certification is available to learners who are aged 16 and over. ​
​
Course Validity
The certification does not expire. It is strongly recommended that the learner attends annual refresher training.
​
Course learner ratio
Maximum number of students per course - 20
Course Delivery
This is a 1 day in person classroom course. The course is very interactive and participants must be prepared to be involved in the lessons.
​
We are also in the process of making this an online course so learners have the choice in the near future.
Course Content
1. **Discover Poor Customer Service and the Impact**
- Identifying the signs of poor customer service: Common behaviours and practices
- How poor customer service affects customer satisfaction and loyalty
- The financial impact of bad customer service: Lost sales and negative word-of-mouth
- Real-world examples of businesses that suffered from poor customer service
- The role of social media in amplifying customer service failures
- Understanding customer expectations and the cost of unmet needs
- The ripple effect: How poor service impacts team morale and workplace culture
- Measuring the impact: Customer feedback, reviews, and surveys
2. **Understand Why Good Customer Service Is Important**
- The role of customer service in brand reputation and trust
- How excellent customer service drives customer retention and repeat business
- The connection between customer service and overall business success
- Understanding the customer journey and the role of service at each touchpoint
- The importance of personalization and empathy in customer interactions
- How good customer service differentiates a business from its competitors
- The impact of positive customer experiences on upselling and cross-selling opportunities
- Long-term benefits: Building customer loyalty and advocacy
3.**Learn Key Skills for Customer Service**
- Effective communication skills: Active listening, clear articulation, and positive language
- Problem-solving techniques: Quickly addressing and resolving customer issues
- Empathy and patience: Understanding and managing customer emotions
- Time management: Prioritising tasks while maintaining quality service
- Adaptability: Handling diverse customer needs and unexpected challenges
- Product and service knowledge: Empowering staff to provide accurate and helpful information
- Building rapport: Creating a connection with customers to enhance their experience
- Handling difficult customers: Techniques for maintaining professionalism under pressure
4.**Handling Complaints**
- Understanding the nature of customer complaints: Common causes and triggers
- The importance of a positive attitude when dealing with complaints
- Steps to effectively address and resolve complaints: Listen, empathise, apologise, act, and follow up
- Turning complaints into opportunities: Enhancing customer satisfaction through resolution
- How to de-escalate tense situations and manage angry customers
- Recording and analysing complaints to identify patterns and areas for improvement
- Communicating with customers during the complaint process: Transparency and updates
- Case studies on successful complaint handling and resolution
5.**Managing Stress**
- Recognizing the sources of stress in customer service roles
- Techniques for managing stress in high-pressure environments
- The importance of self-care and maintaining work-life balance
- Developing resilience: Strategies for coping with difficult interactions
- Mindfulness and relaxation techniques to reduce on-the-job stress
- How to maintain a positive mindset and prevent burnout
- The role of management in supporting staff well-being
- Training and resources for stress management in the workplace
How will I be assessed?
Instead of traditional pass/fail assessments, our approach is designed to support continuous learning and development.
​
Throughout the course, you'll engage in various activities such as self-assessments, reflective exercises, role plays, and practical assignments tailored to real-world scenarios. These are intended to help you track your progress, reflect on your learning, and identify areas for further development.
​
Feedback will be provided regularly to guide your learning journey, offering insights and recommendations to enhance your understanding and application of the course material. The goal is to empower you to take ownership of your professional development, gaining confidence and competence in your chosen area of expertise.
​
By the end of the course, you will have developed a personalised portfolio of work and reflections that demonstrate your progress and commitment to continuing professional development. This portfolio can serve as a valuable resource for your future career advancement.