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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.

The key to customer handling is practice.co..2 Going The Extra Mile hemsleyfraser. customer service teams and customers. Your trainer. This course focuses on the key actions required to achieve real excellence in customer service. We will look at the impact good and bad customer service has on the business. 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. n Identify the relationship between effective communication and customer loyalty.they now expect all three. George Baxter I will take delegates on a journey through the eyes of a customer. tips and techniques. n Handle customer complaints and objections successfully. to help appreciate why customer service is the ‘life blood’ of many businesses and develop appropriate action plans. no longer do they choose speed. 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. Companies that offer differentiated. you will be sent an activity to complete which asks you to consider current expectations and challenges. Because customers have become more demanding..” Along with Ian Sanders and Hannah Kirk. then this course is for you. To view their individual profiles please see our website.. and are looking to develop your skills further. using new tools. n Maintain a positive. 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. even in challenging situations. reliable and customer-friendly service have a distinct competitive advantage. 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. ‘‘ Recent delegates have said. Delegates will gain insight into what is expected of any customer service representative and the importance of maintaining a professional approach. n Shape and deliver your customers’ expectations. You will also take away guidance notes and templates to use. 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. Rating Participant feedback based on 2011 average Further development RatingNon Sales People . working to a positive outcome. either with internal or external customers. n Deliver consistent service excellence at every customer ‘touchpoint’ . 1 day . We will look at different ‘challenging’ customer situations and practice how to use effective communication skills to deal with these.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’. quality or price .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. Quality and style of instruction was by far the best I have received.£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. To book call: 0845 071 2801 Please quote D55 More than 5 delegates? Call 0845 071 2806 for an in-company price . George Baxter is part of the dedicated faculty team who will deliver this course.. to help you assess your behaviour when working with your customers. customer-focused attitude. It will also enable you to handle difficult situations and achieve increased customer satisfaction and loyalty.

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 – do’s and don’ts 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.£569 + VAT 2nd delegate Lifetime Learner £513 + VAT £456 + VAT To gain the maximum benefit from the workshop. Being aware of the do’s and don’ts makes a difference in developing long-term customer loyalty.co. n Assess and change your behaviour when managing difficult situations. sociable. These will be used on the day as part of the workshop activities to examine and develop best practice templates for future use. n Plan and manage your response to your customers. Is it right for me? This is an introductory course for frontline staff. You will also take away a practical customer service handbook to use to help you remember the key skills and techniques from the course. 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. n Deliver a first class customer experience within a range of different situations. 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. read.co. you will be sent an activity to complete which asks you to consider your experiences of customer service. tone and body language n Establishing rapport Understanding Customer Requirements n Identifying the customer’s 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.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. and are required to manage a range of customer expectations.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. 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.£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 . who are in direct contact with either internal or external customers. with little or no formal training. 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 – Do’s and Don’ts 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. Rating Participant feedback based on 2011 average Rating Participant feedback based on 2011 average 1 day .3 An Introduction to Customer Service Putting the Customer First hemsleyfraser. 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. n Manage customer expectations and demands effectively. Delivering Excellence in Customer Service via Email and on the Telephone hemsleyfraser. 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. both internal and external. This will help you set the context of the course and will be used on the day as part of the course activities. n Investigate your personal impact on customers. By the end of this course you will be able to: n Project a professional ‘brand image’ of your organisation. This practical course will provide you and your organisation with an overview of the best practice skills required to exceed your customers’ expectations. n Recognise how a change in your behaviour can increase customer loyalty. 1 day . 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 Identify your customers’ real needs swiftly. one which you think is very good and one which you know could have been better. you will be asked to print off and bring with you two specific types of emails. n Practise Top 10 best practice techniques for managing the interaction. n Investigate your personal impact on customers – do’s and don’ts.

n Identify the ‘when’ and ‘how to’ coaching opportunities to provide support for individuals to improve their performance. and resolve their complaint. n Establish rapport with angry and abusive customers. and how to remain professional when managing issues.4 Managing and Coaching your Customer Service Team hemsleyfraser. manage and motivate the team to achieve higher standards of customer service. This course is designed to equip individuals with the skills necessary to create. n Enhance the effectiveness and overall performance of the team in order to meet targets and achieve task orientated goals.uk/rcp This course explains how to stay calm under pressure. Personal Impact on Customers n “I’m good at managing my customers”. customer-focused climate. acting and responding to customer needs n Using the complaint to re-shape the ‘customer experience’ n Genuine. manage and maintain a productive. whilst at the same time ensuring that the team stays motivated. When customers complain it can be a very stressful experience and remaining calm under pressure is key to retaining long-term customer loyalty. cost control and delivery have increased and customers complain when their expectations are not met. Custo mer S er vi ce Managing a customer service team is becoming an increasingly demanding role.self-analysis n What do your customers think about you and your organisation? n The perception divide – “It’s 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 customer’s emotion n Staying calm under pressure Generating Customer Loyalty n Listening. 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 Lead. to ensure you stay calm at all times regardless of the pressure of the situation. What will I learn? Rating Participant feedback based on 2011 average Rating Participant feedback based on 2011 average 2 days . What will it cover? In-company only Where and When This course is only available as an in-company programme. then this course is for you.co. and skills to practise. n Develop a customer-focused culture within your department. 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. please call 0845 071 2806 for details. n Handle difficult situations and people in an effective and friendly way. Customer expectations for speed. You will leave the course with a personal action plan identifying the key changes to make. whether they are internal or external customers. n Understand the change in your thinking and behaviour that is required to manage complaining customers. n Appreciate the value to you and your customers when you remain calm and resist their pressure. Customer service managers have to manage the team and each individual in the face of ever-increasing stressful situations. quality. not to over react. 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. negative and positive. n Understand how to overcome communication barriers between team members and customers. 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. 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 .uk/cst1 Handling Customer Complaints Remaining Calm Under Pressure hemsleyfraser. 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. It is designed to challenge your beliefs in managing customers’ expectations of you and your organisation. What will it cover? Is it right for me? Suitable for customer service managers. n Recognise that it is important not to take complaints personally but to respond in a professional manner. The Manager as a Role Model n Your role and responsibilities n Your impact on the team and the individuals.co. It addresses the requirement to manage the team and to provide coaching support for the individuals. n Identify priorities in change to achieve ‘right first time’ customer service. If you are responsible for dealing with customer complaints (internal or external).£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.

please call 0845 071 2806 for details. Process.co. “you’ll never believe what they said and did to put it right!” then this is the course for you. especially when things go wrong for the customer. n Use a variety of techniques to develop a customer-focused culture. 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. before To book call: 0845 071 2801 D55 More than 5 delegates? Call 0845 071 2806 for an in-company price . 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 organisation’s goods. 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. 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. “You’ll 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. In-company only Where and When This course is only available as an in-company programme. retain their custom for the future and secure testimonials like. n Make a 360o map of your organisation’s touchpoints. n Identify which customer ‘touchpoints’ are working and those that are not. n Increase the credibility of how you communicate with your customers. 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. By examining the process. manage customers expectations of you and your organisation and develop relationships that becomes long lasting. 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. Are you attracting customers or driving them away without knowing why? This course will help you identify the answers to both questions. 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 aren’t working and can be improved. It will help you realign your customer service process for your team to focus on the things that are really valued by your customers.uk/rtc This course will enable you to understand the root cause of customer complaints. 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. 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. n Analyse your customer service process and improve its value to your customer. Product.co. This will help you set the context of the course and will be used on the day as part of the course activities. This course will help you develop your own and your team’s performance for managing customers’ expectations.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. 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. It will provide you with a ‘blueprint for success’ to take back to the workplace. products and services. team leader or supervisor and if you want to hear your customers exclaiming. n Understand how to say ‘no’ but still retain your customers’ custom. 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. 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 You’ll Never Believe What They Said! n Best practice tips – words to use n Saying no without risk n It’s 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. 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. 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.5 Managing Touchpoint Performance to Improve the Customer Experience hemsleyfraser.£899 + VAT 2nd delegate Lifetime Learner £810 + VAT £720 + VAT Pre-course activity To gain the maximum benefit from the course. you understand how to satisfy their complaint. n Use a proven Best Practice approach making change happen when managing customer complaints. 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. process and value n Customer experience life cycle n Developing the seven steps of the life cycle Touchpoint Management n Customers’ needs. What will I learn? 2 days . Pre-course activity Please quote To gain the maximum benefit from the course. 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. n Apply an effective approach to handling difficult situations and people in an effective and professional manner.