Customer Service courses

Our courses provide a focus on delivering excellent service to traditional ‘customers’ but also recognise that internal colleagues are also customers. 

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Customer Service courses

Despite customer service being one of the last and best ways to secure new and repeat business, many organisations still don’t get it right and the effect on the bottom line, organisational brand and reputation is hard to recover. 

Attendees come away from their training equipped to deliver excellent service inside and outside of the organisation providing you with a genuine point of difference in the marketplace.  

Call 0161 886 7461 or email start@tcg.ac.uk for a tailored quote or for more information.  

Courses:

Dynamic Customer Service

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

Who should attend?

This course is designed for anyone working in a customer service role, anyone who interacts with external customers and anyone who wants to build better relationships with internal customers

Course content

  • Understanding and exceeding customer expectations
  • Providing exceptional customer service
  • Building trust and rapport
  • Listening and communication skills
  • Relationship building
  • Internal and external customer service
  • Transactional analysis

Benefits for the individual

  • Understand the other person’s point of view
  • Recognise how effective communication builds better relationships
  • Understand the power of active listening and responding skills
  • Use positive language
  • Effectively manage relationships
  • Improve customer experiences

Benefits for the organisation

  • Be recognised as a high quality organisation that exceeds customers expectations
  • Differentiate your organisation from competitors
  • Build co-operation between departments
  • Reduce customer complaint levels
  • Create customer loyalty

Duration

1 day

Customer Experience Management

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

Who should attend?

This course is designed for Customer Service/Experience Managers and Supervisors, Senior Managers/Directors and anyone who has responsibility and the authority to make changes within the organisation in order to improve the Customer Experience

Course content

  • Service as a Strategy
  • Competitive Advantage
  • Vision & Values
  • Employee Engagement
  • Experience Mapping
  • Measuring Customer Loyalty

Benefits for the individual

  • Understand why Customer Experience is key to success
  • Recognise the Importance of Organisational Culture
  • Develop and Implement an Improvement Plan
  • Effectively Measure the Customer Experience

Benefits for the organisation

  • Differentiate your organisation from competitors
  • Increase Employee Engagement
  • Produce better ROI/ROCE/EBIDAT
  • Create customer loyalty and advocacy

Duration

1 day

Dealing with complaints

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.

Who should attend?

This course is designed for anyone who is responsible for dealing with complaints and for anyone working in a service role where they may have to deal with customer complaints

Course content

  • The value of complaints
  • Influencing through language
  • Listening and being assertive
  • 6 steps of complaint handling
  • Resolving complaints effectively
  • Applying skills to written complaints

Benefits for the individual

  • Recognise the value of feedback
  • Understand why customers become diffcult/demanding
  • Improve your ability to influence others through understanding and communication
  • Ensure a positive outcome
  • Improve the way we manage difficult situations

Benefits for the organisation

  • Confident and knowledgeable employees
  • Effective service recovery
  • Reduce costs and increase profits
  • Create customer loyalty and advocacy

Duration 1 day