Client and Customer Service Course Agenda

About the Course

A high level of consistent service from every member of staff is vital to the continuing success of your business.

This one-day course will equip delegates with the skills to handle any customer encounter with confidence. 

The content will include practical exercises, case studies and examples drawn from the type of situations you face when working with customers, questionnaires to check understanding, syndicate exercises and role-play.

The Client and Customer Service course will equip delegates with the skills to handle any customer encounter with confidence.

Course Outcomes

By the end of the course, participants will:

• Understand how and why the service concept is so important to your business.
• Be able to develop and practice better communication skills relevant to the type of customer encounter you face: the program will cover telephone contact and face-to-face service situations.
• Learn how to read each customer contact and modify your approach to suit the individual in order to build trust and rapport.
• Deal effectively and assertively with difficult customers and/or complaints and problems.

Course Outline

Section 1 - Customer Service Background

• How good is the service you receive?
• Are banks, shops, phone companies and restaurants giving good service?
• How do react when you get good or bad service?
• How does all this relate to the service you provide?
• Introducing the 6 key factors that affect customer satisfaction.

Section 2 - Serving Customers Face-to-Face (if appropriate)

• First impressions - what customers will judge you on in the first 30 seconds? Do’s and don’ts for this vital time.
• Finding out what people want.
• Checking understanding.
• What if you can see a better way of doing the job? Making suggestions.
• How to handle customers when you are busy. Handling queues of 1 or more people.
• Making commitments: how not to over promise.
• Last impressions. How to finish the conversation.

Section 3 - Serving Customers on the Telephone and Via E-mail (if appropriate)

• Phone greetings – the importance of your “verbal handshake”.
• Listening on the phone – how to let the customer know you are with them.
• Simple tips for communicating better on the phone.
• Getting your point across when you can’t see them.
• How to end the call politely.
• Email tips and techniques – how to get it right.

Section 4 - Communication and Interpersonal Skills

• Listening better.
• Asking good questions.
• Using customer friendly language.
• Understanding non-verbal communication – body language explained.
• Building rapport with different people – how to quickly spot different types and adapt to them.

Section 5 - Managing Problems and Complaints

• Understanding why customers complain.
• How to respond positively – a complaint is a gift (that’s right!).
• Some tips and techniques for dealing with problems effectively.
• Handling the unreasonable customer – it can be done.

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