Short courses for Customer Service and Contact Centres

Everything is flexible.

Just tell us about the issues you face and how you want things to improve – and we'll work with you to design a programme that's exactly right for you!

Course content may include:

• Key service attitudes
• Why customer service is important
• Understanding customers and customer expectations
• Customer types
• Communication barriers
• Communication skills and styles
• Why the telephone is different
• Telephone skills
• Vital skills in the call centre / contact centre
• Professional tone and manner
• How to build customer rapport
• Empathy and trust
• Going the extra mile
• Dealing with difficult and emotional customers
• Dealing with the 'person' as well as the 'problem'
• Questioning and listening skills
• The real causes of frustration and anger
• Reliability vs responsiveness
• Balancing customers and the organisation