Customer Service Skills - The essential guide to verbal and digital customer expereince

This interactive training session provides delegates the skills to deliver exceptional customer service in person, or digitally. The session covers customer service over the telephone, through social media and digital communications such as web chats and email.


Focusing on the customer experience the training is takes the delegate through five interrelated sections building their appreciation and understanding of customer service:

  • The customer experience
  • Structuring calls and digital interactions
  • Call handling techniques
  • Managing challenging situations
  • Digitised customer service

We explore the importance of customer experience, and how this relates to the housing sector where an unhappy customer cannot as easily exercise their choice and switch provider.


We then consider the structure and best practice of enquiry handling, including hints and tips, do's and don'ts and the essential skills required to deliver an exceptional customer experience.


Then we share hints and tips around managing those more difficult situations where it's difficult to manage and meet customer expectation, including how to say "no" to customer requests using positive techniques.


Delegates then get involved in looking at some real-life case studies using the best practice learnt, to resolve the queries and learn from others.


Finally, we explore the emerging science behind digital queries, how the brain works in relation to digital communications and how to translate this into practical and modern approaches..



Who should attend?


Anyone with responsibility for dealing with customers over the telephone or digitally. This training is particularly useful for staff who work in a contact centre type environment and for everyone currently working in the “virtual” world.


We are more than happy to tailor this training to your specific needs. We can focus on requested elements, for example, if you're less interested in social media and digital, but more interested in how to deal with more challenging situations, then we can change things around for you - just ask!



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