About This Course
Perfect for frontline staff and business owners who want to ensure consistent, high-quality customer interactions.
Course Modules
Introduction to Customer Service
Discover why customer service is the cornerstone of any successful business. Explore the difference between good and great service, and understand how first impressions shape the entire customer relationship. We examine real-world examples and discuss the financial impact of poor customer service on businesses of all sizes.
The Art of Communication
Master the essential communication skills every customer-facing professional needs. Learn active listening techniques, appropriate body language, tone of voice, and how to adapt your communication style to different customer personalities. Includes practical role-play exercises and scripts for common scenarios.
Handling Complaints Effectively
Turn unhappy customers into loyal advocates. Learn the LEARN framework (Listen, Empathise, Apologise, React, Notify) for handling complaints. Understand escalation procedures, when to offer compensation, and how to document feedback for continuous improvement. Includes case studies from UK businesses.
Building Customer Loyalty
Explore strategies for creating lasting customer relationships. Learn about loyalty programmes, personalisation, follow-up techniques, and the role of consistency in customer retention. Understand how to measure customer satisfaction using NPS, CSAT, and CES metrics, and how to use this data to improve your service offering.
Course Details
- Duration: 4 weeks
- Level: Beginner
- Modules: 4