Online Customer Skills Training Booster

Brilliant Customer Service and Skills Training 

One-day training workshop. 09.30am to 4.30 pm 

Delivered in-house, on your site by an experienced facilitator and includes free personalisation of learning examples and exercises.

1. What is Brilliant Customer Service and support?

• What is it that your customers want, like and expect?
• The skills, mind-set and behaviours required to deliver customer service excellence
• Critical success measures

2. How to make every customer feel important

• Understanding the dual expectations of every customer: logical and emotional
• The SPECIAL model - creating customer satisfaction naturally and consistently
• Applying these principles to your job role and customer type - practical exercises

3. First and last impressions best practice on the telephone

• Brilliant first impressions - welcoming – the first thirty seconds
• Brilliant last impressions - making every support call a positive experience
• How to use behavioural flexibility to create a more positive experience for customers

4. Email etiquette and writing skills 

• How to write clear, positive and professional emails
• Top recommendations for email best practice and etiquette.
• Practical tips on how to edit and proof-read emails for accuracy, brevity and clarity.

5. Questioning and listening techniques

• How to ask for information in a timely and constructive way (verbal and written) 
• How to show people you are listening to them – including telephone, email and social media!
• Practice listening sessions using email and call planning

6. Turning problems into opportunities 

• How to respond positively – not react negatively in writing
• How to plan and conduct difficult conversations on the telephone
• Practice session using email and telephone planning

Personal Application Plan

• Planning for change – presentation of individual learning summary and action plans.

Follow-up eLearning modules for six weeks included.