Showing 1 to 7 of 7
 40 mins

Angry Customers

Are you able to keep a cool, professional head when dealing with an angry customer? Learn how to defuse anger as you work on resolving the issue and build an adult-adult, problem solving approach in an emotional situation.
Course Details
 51 mins

Customer Service Essentials

This course will put your customer service skills sharply in focus, helping you to put your customer at the heart of what you do. Do you know the lifetime value of your customers? Can you tell the difference between good and outstanding customer service? Do you know the real impact of poor and good customer service on your customers and your organisation?
Course Details
 48 mins

Customer Service - Handling Complaints

This course will put your customer service skills sharply in focus, helping you to put your customer at the heart of what you do. Can you approach complaints with a positive attitude? Can you follow a systematic process to fix the problem and deal with the customer sensitively? Do you know how to avoid the pitfalls that delay resolution? Can you see opportunities to create customer loyalty?
Course Details
 30 mins

Customer Service Knowledge and Attitude 

Do you know why customers choose your products or services? Learn how to link the features and benefits of what you sell to your customer’s needs and always put the ‘customer first’ in your thinking, attitude and approach.
Course Details
 34 mins

Exploring Needs

Are you able to spot what your customers need and want? Discover how to ask skillful questions to draw them out, listen actively and tune in to your customer by reading their body language and interpreting the meaning behind the words they say.
Course Details
 30 mins

First Contact

What first impression do you give when you initially meet with or speak to a customer? Here you’ll put yourself in your customer’s shoes and learn how to see yourself through their eyes. Discover how to make that vital good first impression and set the tone for a successful relationship.
Course Details
 34 mins

Satisfying Challenging Customers

Every customer is different! Explore how to approach a range of different challenging customer situations with a friendly, calm and professional manner- whether they are uncommunicative, in the wrong, indecisive, impolite, or merely unfamiliar with your product or service.
Course Details