Customer Service
Course Layout: Flexible to meet the needs of you & your business
Course Code: QLBWCC
Stage1 - Consultation
Pre-workshop Assessment & Consultation visit with your own Specialised Trainer
- Training Needs Analysis (TNA)
- Review of Organisational Needs Analysis (ONA) and initial objectives
- Identification of corporate objectives
- Identification of department objectives
- Review of job roles and Key Performance Indicators (KPIs)
- Tailoring of the workshop to the client’s needs
Customer Service Specialist Subjects:
- Customer care and relationship management
- Promoting your products / services
- Diversity and stereotyping
- Questioning techniques (communication)
- Effective complaint handling
- Dealing with difficult customers
- First impressions
- Telephone techniques
- What is your unique selling point?
- Feedback and evaluation from customers
- Who are your customers?
Stage 2: Workshop Delivery
Option 1 - Essential Skills in Customer Service
Introductory level workshop to establish a solid foundation of skills
Half Day - Maximum of 3 specialist subjects listed above
Full Day - Maximum of 6 specialist subjects listed above
Option 2 - Enhanced Skills in Customer Service
An opportunity to develop a more in depth understanding of the specialist subjects
Half Day - Maximum of 2 specialist subjects listed above
Full Day - Maximum of 3 specialist subjects listed above
Stage 3: Evaluation
The evaluation will include a full feedback and action planning process
Initial feedback will cover:
- Delivery of workshop
- Suitability of specialist subjects
- Business specific to your actual needs
Action planning including:
- How the workshop has affected your individual staff performance
- How the skills have been integrated into your staff performance
- What affect the training has had on your overall business performance
- Follow up training (if required)
Each workshop should have a minimum of 6 delegates attending with a maximum of 15.
Discounts are available for multiple days.
To book your place or find out more, please contact
Vikki Wilson
Training Coordinator
tel. 01491 824500
email. [email protected]
