Courses

Good communication skills are vital for conveying information to people clearly and succinctly and in a way that they can understand. Communication is a two way process and good communication is about being a good listener as well as a good speaker. You need to be empathic, so that you can understand how others will interpret your words and behaviour.  

Employees, who are properly trained and demonstrate professional customer service skills, can improve customer satisfaction and loyalty. This helps businesses retain customers and improve profits. It costs less to retain loyal customers than to acquire new ones. In addition, satisfied customers are more open to additional sales messages and are likely to refer others to that business.

Course Content This course will include a PowerPoint presentation of the main topics supplemented by interactive sessions to reinforce learning of technique. Workbooks will be provided to include all information delivered as part of the course. Bespoke training – we can design and deliver a course that is centred on the exact requirement of your team and what you want to achieve.

Course overview This course will help you understand what is important to your customers and will help you identify areas for improvement that will improve the customer experience and ultimately create customer loyalty. Focusing on internal factors such as strategy and alignment, it will provide you with the knowledge of what is needed to become a customer-focused organisation.

Course overview This course will provide you with the knowledge and skills to deal with complaints effectively and leave your customers feeling valued. Offering a range of tips and techniques, it aims to increase your confidence when dealing with complaints, help you to understand things from the customer’s point of view and ensure a positive outcome.

Course overview This course will help you identify ways that can make a big difference to customer service. Focusing on communication and relationship building, this session will provide you with the knowledge and skills to deliver an exceptional level of customer service to your customers

Duration: 1 day On the phone or face-to-face, you are the first contact for existing and potential new customer and the connection between the customer and your colleagues within the business. Efficient, Polite and engaging you need to be able to deal with a wide variety of people and potentially difficult situations. This programme benefits all reception and ‘front of house’ teams

Many of us face difficult encounters with employees or colleagues which, if not handled properly, can have serious repercussions for the whole staff team. In this course we will look at techniques for giving you the confidence and understanding you need for effective management of difficult situations. You will learn how to effectively listen, communicate and respond to difficult team members and situations to ensure a positive outcome.