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Customer Service & Complaint Handling Training Courses

Customer Service Essentials

Course Objectives

To provide participants with the opportunity to learn & work with colleagues to review and develop their own customer service skills with a particular focus on face-to-face communications skills.

The Course Will Focus On…

    • What modern day Customers expect from the service they receive
    • Empathy not Sympathy
    • Earning Trust
    • Resolve Customer Conflict before it escalates
    • Proven Complaint Handling Skills
    • Avoiding TLAs

Better Business Phone Calls

Course Objectives

Customer Loyalty has changed dramatically in the past 10-20 years.
No longer can we rely on customer’s blind loyalty – we need to earn it… by understanding their needs and desires, then be able to present our best suited solutions to them, not only that we must present it to them in a way that makes them feel special, valued & cared for.

The Course Will Focus On…

    • Creating Excellent First & Lasting Impressions
    • Building Fantastic Rapport
    • Being aware of the importance of Body Language on the Phone
    • Learn techniques such as the use of Conversational Offer
    • The Power of The Double Name Handshake
    • “What did you just call me?” Addressing Customer the right way
    • Maximising your Vocal Variety – by using P.A.T.I.E.N.C.E
    • Questioning and Listening Skills

Complaint Handling

Course Objectives

The aim of this course is to develop the delegate’s ability to effectively handle Customer Complaints, improving your company’s reputation, increase customer loyalty and resolve complaints before they escalate.

The Course Will Focus On…

    • Handle Complaints More Professionally
    • Being able to deal with complaints over the phone, email, or Face-2-Face
    • Effective Communication Skills
    • Practice Complaint Handling Techniques through Scenario Based Role Plays
      • (provided by the client – Stuart can help with this if necessary)
    • Deal with Emotionally Charged Challenges
    • Resolve Customer Conflict before it escalates
    • Improving Listening and Questioning Skills
    • Managing Customer Expectations

Dealing with Challenging Customers

Course Objectives

This workshop is designed to equip you with practical strategies to handle even the most difficult customer interactions with grace and professionalism. Ideal for anyone in customer-facing roles, this course will help you maintain your composure, protect your well-being, and turn challenging situations into opportunities for positive outcomes.

The Course Will Focus On…

    • Understanding the Customer’s Perspective.
    • The Customer Service Curve
    • Managing Your Own Reactions
    • Personal Coping Mechanisms
    • Turning Challenges into Opportunities
    • Maintaining Your Passion for Service

Dealing With Change

Course Objectives

Things change – I used to have long curly hair – those days are long gone… and they’re not coming back… ever

Sometimes people can’t accept change as easily as I have, they fight it, they moan, they complain, they “bump their gums” and quite frankly make the life of everyone around them (especially their line manager’s) life hell. This gives people coping strategies on how to deal with change – especially when they don’t like what they see – an ideal course to help organisations going through the change it needs if they want to or need to transition from Surviving to Striving to Thriving

The Course Will Focus On…

    • Understanding why change is necessary for an organisation to Strive
    • The Change Curve
    • Overcoming your own Personal Resistance to Change
    • Personal Coping Mechanisms
    • Learn how to cope with personal frustrations
    • You’ve got the Skill, but do you still have the Will – how to prove to those around you… and your boss that you still have

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