You are on page 1of 5

1

Customer Service
Our range of customer service courses have been developed to ensure that individuals and teams are equipped with the skills and behaviours necessary in order that your business can deliver a great customer experience. Whilst any of our courses can be taken in isolation, Hemsley Fraser has devised a progressive development path that enables you to build your capabilities and workplace performance. Going The Extra Mile - Achieving Excellence in Customer Service ............ 2 An Introduction to Customer Service - Putting the Customer First .......... 3 Delivering Excellence in Customer Service via Email and on the Telephone......................................................................................................................... 3 Managing and Coaching your Customer Service Team.................................... 4 Handling Customer Complaints - Remaining Calm Under Pressure......... 4 Managing Touchpoint Performance to Improve the Customer Experience ................................................................................................................................ 5 Building and Retaining Customer Relationships ................................................... 5

Custo mer S er vi ce

ADVISOR ROLE

TEAM LEADER ROLE

MANAGER ROLE
Building and Retaining Customer Relationships
See page 5

An Introduction to Customer Service


See page 3

Handling Customer Complaints


See page 4

Customer Service CORE PROGRAMMES


Going the Extra Mile
See page 2

Managing and Coaching Your Customer Service Team


See page 4

Managing Touchpoint Performance to Improve Customer Experience


See page 5

Customer Service SPECIALIST SKILLS

Delivering Excellence in Customer Service via Email and on the Telephone


See page 3

For more information on course progression call us on 0845 071 2801.

Going The Extra Mile


hemsleyfraser.co.uk/gem1

Achieving Excellence in Customer Service


Custo mer S er vi ce
This one-day course equips you with the skills to deliver consistent service excellence at every customer touchpoint. It will also enable you to handle difficult situations and achieve increased customer satisfaction and loyalty. Companies that offer differentiated, reliable and customer-friendly service have a distinct competitive advantage. Because customers have become more demanding, no longer do they choose speed, quality or price - they now expect all three. This course focuses on the key actions required to achieve real excellence in customer service. The key to customer handling is practice, so you will be encouraged to use real life examples from your place of work to see how you can improve the quality of customer service you provide. You will also take away guidance notes and templates to use, to help you assess your behaviour when working with your customers.

1 day - 569 + VAT


2nd delegate 513 + VAT Lifetime Learner 456 + VAT

What will it cover?

Where and When


London: Jan: 18 Apr: 11 Jul: 04 Oct: 18 Jan: 14 (2013)

What is a Differentiated Customer Experience? n Internal and external customer service, and customer service teams n Your impact on the customer experience n Projecting a brand image Meeting Customer Expectations n Understanding customers needs and expectations n Why do customers complain? n Barriers to effective communication Communicating Positively with Customers n The impact of poor listening and questioning n Using information effectively n Giving bad news and saying no constructively Turning Complaints Into Opportunities n Defusing a difficult situation n Demonstrating empathy exploring options and alternatives n Balanced behaviour responses

See our website for D&B subscriber prices

Is it right for me?

If you already have some experience within a customer service role, either with internal or external customers, and are looking to develop your skills further, then this course is for you. The focus is on how to deliver a consistent quality service by changing the way you think about customer service and changing your behaviour to match the situation.

Your trainer...
George Baxter
I will take delegates on a journey through the eyes of a customer, to help appreciate why customer service is the life blood of many businesses and develop appropriate action plans. Delegates will gain insight into what is expected of any customer service representative and the importance of maintaining a professional approach. We will look at different challenging customer situations and practice how to use effective communication skills to deal with these, working to a positive outcome. We will look at the impact good and bad customer service has on the business, customer service teams and customers.

Rating on feedback from customers n Acting


Participant feedback based on 2011 average n How to influence customer
n

Ensuring Consistent Quality Service loyalty Improving the brand experience

What will I learn?

By the end of this course you will be able to: n State your role in achieving a differentiated branded customer experience. n Shape and deliver your customers expectations. n Identify the relationship between effective communication and customer loyalty. n Handle customer complaints and objections successfully, using new tools, tips and techniques. n Maintain a positive, customer-focused attitude, even in challenging situations. n Deliver consistent service excellence at every customer touchpoint .

Rating

Participant feedback based on 2011 average

Further development

RatingNon Sales People - Moving from Service to Sales See our website Sales for
Participant feedback based on 2011 average

Managing and Coaching Your Customer Service Team Page 4

Rating
Participant feedback based on 2011 average

Pre-course activity

Rating
Participant feedback based on 2011 average

To gain the maximum benefit from the course, you will be sent an activity to complete which asks you to consider current expectations and challenges. This will help you set the context of the course and you will be asked to use it on the day as part of the workshop activities.

Recent delegates have said...

Quality and style of instruction was by far the best I have received.

Along with Ian Sanders and Hannah Kirk, George Baxter is part of the dedicated faculty team who will deliver this course. To view their individual profiles please see our website.

To book call: 0845 071 2801

Please quote

D55

More than 5 delegates? Call 0845 071 2806 for an in-company price

An Introduction to Customer Service


Putting the Customer First
hemsleyfraser.co.uk/ics1
Be inspired to think about the customer service you provide and learn how to apply best practice techniques to develop and support long-lasting customer service relationships. This practical course will provide you and your organisation with an overview of the best practice skills required to exceed your customers expectations. You will have the opportunity to observe and practise live customer handling skills and leave the course with a personal action plan for delighting customers, both internal and external. You will also take away a practical customer service handbook to use to help you remember the key skills and techniques from the course.

Delivering Excellence in Customer Service via Email and on the Telephone


hemsleyfraser.co.uk/etw
This one-day workshop focuses on the latest thinking on how to deliver a differentiated customer experience via email and on the telephone. Being aware of the dos and donts makes a difference in developing long-term customer loyalty. The workshop will provide you with a unique collection of prompt cards offering top tips and will equip you with the skills to manage your customer service interaction in the most up-to-date and effective way.

What will it cover?

Customer-centric Focus n Finding out what your customers want and need n Putting customer needs first n Making the customer feel special and valued The Customised Service Experience n What does customer excellence really look like? n Putting it to the test n Feedback and review Understanding your Personal Impact n What impression do you create? n Positive words, tone and body language n Establishing rapport Understanding Customer Requirements n Identifying the customers real problem(s) n Asking the right questions TED technique n Showing real empathy ensuring the customer feels listened to Remaining Calm Under Pressure n Extremes of behaviour aggressive, sociable, cautious n Understanding behavioural change n What to say or do what not to say or do

What will it cover?

Custo mer S er vi ce

Professional Customer Service n A service that reflects the values of your organisation n Matching your service to your brand image n Right first time attitude, thinking and behaviour Sounding out Customers Real Needs n Acknowledging the customer and the issues n What do they want from us? n Responding positively every time Understanding Personal Impact Dos and Donts n Words and phrases n Tone of voice n Pace and rate of engagement n First time understanding Developing a Customer Focused Relationship n Managing the relationship by voice and words only n Planning to solve customers problems Email and Telephone2011 average Participant feedback based on Best Practice Techniques n Open, read, reply and sign off n Top 10 mistakes n Top 10 tips Rating n Managing difficult callers and their expectations Participant feedback based on 2011 average dos and donts

Is it right for me?

Suitable for individuals who interact with both internal and external customers where the use of email and telephone communication is high.

Is it right for me?

This is an introductory course for frontline staff, with little or no formal training, who are in direct contact with either internal or external customers, and are required to manage a range of customer expectations.

What will I learn?

What will I learn?

By the end of this course you will be able to: n Examine the effects of good and bad customer service on customer loyalty. n Investigate your personal impact on customers. n Manage customer expectations and demands effectively. n Deliver a first class customer experience within a range of different situations. n Recognise how a change in your behaviour can increase customer loyalty.

By the end of this course you will be able to: n Project a professional brand image of your organisation. n Identify your customers real needs swiftly. n Assess and change your behaviour when managing difficult situations. n Investigate your personal impact on customers dos and donts. n Plan and manage your response to your customers. n Practise Top 10 best practice techniques for managing the interaction.

Rating

Rating Personal Application Planning


Participant feedback based on 2011 average

Pre-course activity

Pre-course activity

To gain the maximum benefit from the course, you will be sent an activity to complete which asks you to consider your experiences of customer service. This will help you set the context of the course and will be used on the day as part of the course activities.

1 day - 569 + VAT


2nd delegate Lifetime Learner 513 + VAT 456 + VAT

To gain the maximum benefit from the workshop, you will be asked to print off and bring with you two specific types of emails, one which you think is very good and one which you know could have been better. These will be used on the day as part of the workshop activities to examine and develop best practice templates for future use.

Rating
Participant feedback based on 2011 average

Rating
Participant feedback based on 2011 average

1 day - 569 + VAT

2nd delegate Lifetime Learner 513 + VAT 456 + VAT

Where and When


London: Feb: 27 May: 30 Nov: 12

Where and When


London: Mar: 29 Jun: 22 Sep: 10 Dec: 17

To book call: 0845 071 2801

Please quote

D55

More than 5 delegates? Call 0845 071 2806 for an in-company price

Managing and Coaching your Customer Service Team


hemsleyfraser.co.uk/cst1

Handling Customer Complaints


Remaining Calm Under Pressure
hemsleyfraser.co.uk/rcp
This course explains how to stay calm under pressure, not to over react, and how to remain professional when managing issues. Customer expectations for speed, quality, cost control and delivery have increased and customers complain when their expectations are not met. When customers complain it can be a very stressful experience and remaining calm under pressure is key to retaining long-term customer loyalty. It is designed to challenge your beliefs in managing customers expectations of you and your organisation, whether they are internal or external customers. You will leave the course with a personal action plan identifying the key changes to make, and skills to practise, to ensure you stay calm at all times regardless of the pressure of the situation.

Custo mer S er vi ce

Managing a customer service team is becoming an increasingly demanding role. Customer service managers have to manage the team and each individual in the face of ever-increasing stressful situations, whilst at the same time ensuring that the team stays motivated. This course is designed to equip individuals with the skills necessary to create, manage and maintain a productive, customer-focused climate. It addresses the requirement to manage the team and to provide coaching support for the individuals.

Effective Communication Overcoming barriers to get results n Being assertive in one-to-one and team communication n Managing and handling conflict and difficult situations
n

Pre-course activity

Motivating the Team and the Individual n Generating a team spirit n Providing support and recognition n Inspiring commitment to deliver a superior standard of customer service every day no matter what the situation Understanding Customer Expectations n Identifying customer needs and issues n Managing complaints and reducing escalation n Achieving right first time standards Coaching for Improved Performance n When to manage and when to coach? n Setting performance standards and key performance measures n Reviewing performance against standards n Providing accurate and timely feedback n Tips and Rating techniques for developing effective coaching skills Participant feedback based on 2011 average Personal Application Plan n What does Rating the team expect from me tomorrow? n Planning for change Participant feedback based on 2011 average

To gain the maximum benefit from the course you will be sent a pre-course questionnaire to complete which asks you to consider current expectations. This will help you set the context of the course and the information you provide will be used on the day as part of the course activities.

What will it cover?

Is it right for me?

Suitable for customer service managers, supervisors and team leaders who are looking to develop themselves and their team members to deliver an excellent level of customer service that provides a superior experience for their customers.

Personal Impact on Customers n Im good at managing my customers- self-analysis n What do your customers think about you and your organisation? n The perception divide Its entirely your fault! Managing Customer Complaints n Why Customers Complain n Managing extremes of behaviour n Managing emotion Managing Angry and Abusive Customers n Managing the issue and not the person n Managing your customers emotion n Staying calm under pressure Generating Customer Loyalty n Listening, acting and responding to customer needs n Using the complaint to re-shape the customer experience n Genuine, sincere and proactive customer service Achieving Excellence in Customer Service n Best Practice checklist n Your customer experience statement n Personal action plan

What will I learn?

Is it right for me?

By the end of this course you will be able to: n Understand your role and responsibilities as a customer service manager. n Develop a customer-focused culture within your department. n Understand how to overcome communication barriers between team members and customers. n Handle difficult situations and people in an effective and friendly way. n Lead, manage and motivate the team to achieve higher standards of customer service. n Identify priorities in change to achieve right first time customer service. n Identify the when and how to coaching opportunities to provide support for individuals to improve their performance. n Enhance the effectiveness and overall performance of the team in order to meet targets and achieve task orientated goals.

If you are responsible for dealing with customer complaints (internal or external), then this course is for you. It will show you how to manage angry and demanding customers expectations and explain the tips and techniques to use to ensure that you stay calm throughout the whole process.

What will I learn?

Rating
Participant feedback based on 2011 average

Rating

Participant feedback based on 2011 average

2 days - 899 + VAT


810 + VAT 720 + VAT

Rating delegate Lifetime Learner 2nd Participant feedback based on 2011 average

By the end of this course you will be able to: n Understand the impact you have on customers; negative and positive. n Understand the change in your thinking and behaviour that is required to manage complaining customers. n Recognise that it is important not to take complaints personally but to respond in a professional manner. n Establish rapport with angry and abusive customers, and resolve their complaint. n Appreciate the value to you and your customers when you remain calm and resist their pressure.

What will it cover?

In-company only
Where and When
This course is only available as an in-company programme, please call 0845 071 2806 for details.

The Manager as a Role Model n Your role and responsibilities n Your impact on the team and the individuals, and their behaviour n Creating a customer-focused culture

Where and When


London: Feb: 08/09 May: 14/15 Nov: 19/20

To book call: 0845 071 2801

Please quote

D55

More than 5 delegates? Call 0845 071 2806 for an in-company price

Managing Touchpoint Performance to Improve the Customer Experience


hemsleyfraser.co.uk/ctp
This course is full of best practice tips and techniques that will enable your organisation to develop a customer-centric customer service process at every touchpoint. Are you attracting customers or driving them away without knowing why? This course will help you identify the answers to both questions. The Customer Service Process n Mapping the process end to end n The customers experience n Identifying value add steps A 360 View of Your Organisation n Product, process and value n Customer experience life cycle n Developing the seven steps of the life cycle Touchpoint Management n Customers needs, levers and values n Measuring results n Cause and effect of poor results Understanding Customer Expectations n Right first time n Adding value n Motivating loyalty and advocacy Developing a Customer-focused Culture n Aligning people, processes and systems n Thinking like a customer n Deliver bad news fast Improving Customers Experience n Why customers complain n Managing difficult situations n Saying no but retaining customer loyalty Personal Application Plan n Planning for change n Using the blueprint for success
o

Building and Retaining Customer Relationships


hemsleyfraser.co.uk/rtc
This course will enable you to understand the root cause of customer complaints, manage customers expectations of you and your organisation and develop relationships that becomes long lasting. This course helps you examine the root cause of customer complaints and what words and actions are required to ensure that your customers stay loyal to your organisations goods, products and services. By examining the process, you understand how to satisfy their complaint, retain their custom for the future and secure testimonials like, Youll never believe what they did to put it right! You will take away a process mapping template to use with your teams to improve your customer service process. attending the course you will be sent a questionnaire to complete which asks you to consider current expectations and challenges of both your customers and of you. This will help you set the context of the course and will be used on the day as part of the course activities.

What will it cover?

Custo mer S er vi ce

What will it cover?

Is it right for me?

If you are a customer service manager or customer service process owner, then this course is for you. It is a highly practical and interactive course designed to help you identify the customer touchpoints in your own organisation that arent working and can be improved. It will provide you with a blueprint for success to take back to the workplace. You will also take away a CD containing a Best Practice step-by-step guide for use with others to analyse and improve your current approach to the customer touchpoint management process.

Why Customers Complain n Cause and effect n Your role and responsibilities n Creating a customer-focused culture The Customer Service Process n Top 10 essential steps n Right first time complaint handling n Managing and handling conflict and difficult situations Youll Never Believe What They Said! n Best practice tips words to use n Saying no without risk n Its the way you do it that counts Understanding Customer Expectations n Identifying your customers real needs and issues n Managing complaints and reducing escalation n Achieving right first time standards Building Customer Relationships that Lead to Loyalty n Customer relationship management n Getting it right; Process, Product, Value and n Relationships n Setting performance standards and key performance measures Personal Application Plan n What do my customers expect from me tomorrow? n Planning for change

Is it right for me?

If you are a customer service manager, team leader or supervisor and if you want to hear your customers exclaiming, youll never believe what they said and did to put it right! then this is the course for you. It will help you realign your customer service process for your team to focus on the things that are really valued by your customers. This course will help you develop your own and your teams performance for managing customers expectations, especially when things go wrong for the customer. It will show you the skills and techniques to use and a robust process to put in place to build customer relationships that lead to lasting loyalty.

What will I learn?

By the end of this course you will be able to: n Analyse your customer service process from end to end. n Make a 360o map of your organisations touchpoints. n Identify which customer touchpoints are working and those that are not. n Identify what processes and touchpoints can be improved to add value to your customers experience. n Use a variety of techniques to develop a customer-focused culture. n Use a proven Best Practice approach making change happen when managing customer complaints.

What will I learn?

2 days - 899 + VAT


2nd delegate Lifetime Learner 810 + VAT 720 + VAT

Pre-course activity

To gain the maximum benefit from the course, you will be sent a questionnaire to complete which asks you to consider current expectations and challenges that your customers face when doing business with your organisation. It will also ask you to bring examples of any customer service touchpoint metrics that you may have in order that these may be used in the practical sessions.

Where and When


London: Apr: 19/20 Aug: 01/02 Nov: 07/08

By the end of this course you will be able to: n Understand why your customers complain. n Analyse your customer service process and improve its value to your customer. n Use a variety of techniques to develop a customer-focused culture. n Apply an effective approach to handling difficult situations and people in an effective and professional manner. n Understand how to say no but still retain your customers custom. n Increase the credibility of how you communicate with your customers.

In-company only
Where and When
This course is only available as an in-company programme, please call 0845 071 2806 for details.

Pre-course activity
Please quote

To gain the maximum benefit from the course, before

To book call: 0845 071 2801

D55

More than 5 delegates? Call 0845 071 2806 for an in-company price