Who should attend, and why?

This one-day programme is for any customer-facing employee, and that includes internal as well as external customers.  It will focus specifically on core skills, that can (and will) make a real difference to your customer impact and satisfaction.

Outcomes:

By the end of the course you will

  • Know the expectations customers have of your service
  • Confirm your role and responsibilities in terms of customer service
  • Be able to identify your ‘Moments of Truth’
  • Distinguish between ‘taken for granted’ and ‘added value’ and know why the difference is so important
  • Identify and practice core customer focused skills

Content:

  • What customers want
  • Three key service variables that make a difference to customer satisfaction
  • Moments of truth activity
  • Taken for granted and added value
  • Core customer service skills
  • practice

Development Method:

A mix of trainer input, small and larger group discussions, and practical activities, all supported by an underpinning knowledge workbook.

Comments:

  • “important and insightful ideas I can put into practice straight away” (private nursing provider, Manchester)

Find out more …

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Customer Service: Front Line Skills

This workshop will provide participants with practical skills and techniques that can be immediately applied, to both prevent a deterioration in the relationship with the customer, and help rescue one that is already poor.

This workshop is for any customer-facing employee, and that includes internal as well as external customers.  It will focus specifically on core skills, that can (and will) make a real difference to your customer impact and satisfaction.

By the end of the course you will
  • Know the expectations customers have of your service
  • Confirm your role and responsibilities in terms of customer service
  • Be able to identify your ‘Moments of Truth’
  • Distinguish between ‘taken for granted’ and ‘added value’ and know why the difference is so important
  • Identify and practice core customer focused skills
  • What customers want
  • Three key service variables that make a difference to customer satisfaction
  • Moments of truth activity
  • Taken for granted and added value
  • Core customer service skills
  • Practice
A mix of trainer input, small and larger group discussions, and practical activities, all supported by an underpinning knowledge workbook.

“important and insightful ideas I can put into practice straight away”

View Availability & Book

We’ll be launching our online availability checker and booking facility very soon. In the meantime, please message Arnie with your ideal dates either via the chat box, or email (arnieskelton@etduk.co.uk)