The ability of staff to understand why customers are essential to the business, and the importance of interacting positively with them, determines how your brand is perceived.
My Customer Service Training Courses help staff understand how their interactions with customers affects the reputation of their employer, and the “knock-on” effect it may have for the company’s / organisation’s brand.
The content provides insights into the most effective ways to handle difficult and challenging situations, by improving and enhancing staffs’ interpersonal skills, so they and their team can deliver the best customer service to enhance the customer experience.
The range of customer service training courses also tackle related areas e.g. disability and equality in the workplace and how to avoid, defuse, resolve and learn from conflict situations.
The conflict courses I deliver include specialist training on the importance of protecting staff in situations where workplace violence has occurred. This is especially beneficial when an employee may need 1 to 1 training if they have been assaulted.
People often (mistakenly) believe that ‘assault’ in these situations means physical assault, but workplace violence extends beyond this narrow definition and includes being verbally abused or threatened. My work and customer service training experience ensures this is handled carefully and tactfully to improve staff retention rates where this type of conflict situation occurs.
To help you decide which courses may be of benefit to your company or organisation please see brief descriptions for each course below. All courses can be adapted for the specific needs and objectives of your company / organisation (for more details on this please scroll to the end of this page):
Behaviour alone does not make everything okay, we also need to communicate in an effective way.
Putting The Wow Factor Into Customer Service
This “mind-opener” course raises the awareness and understanding of staff by showing them how improving attitude and behaviour can resolve challenging situations. There is a high degree of focus on appreciating how happy customers reflect well on their individual efforts, their team’s efforts, and the company / organisation itself. It also demonstrates how communicating effectively and positively maintains a healthy relationship with customers, to balance the needs of the customer and the objectives of the business.
Key benefit for employers: Staff develop the skills, behaviours and confidence to improve their customer service skills individually and in teams. By delivering excellent customer service staff are able to meet company standards, identify new ways to raise customer service to a higher level, reduce the number and cost of complaints, and enhance the profile of the business they work for.
Conflict Awareness (One Day Duration)
This course helps staff to build the knowledge, skills and confidence to enable them to deal with conflict situations in the workplace. It demonstrates how to avoid, defuse, resolve and learn, in order to provide great customer service in difficult situations. There is also a focus on what constitutes workplace violence, what the law requires (including the Health & Safety Act 1974, self-defence and use of force), assessing risk, managing behaviour and effective communication.
Key benefit for employers: Staff are able to apply their new skills to resolve conflicts more quickly, reduce the risk of conflicts escalating into more difficult situations, learn from situations, and help to meet the duty of care businesses need (to provide and support staff that may be at risk).
Conflict Awareness (Two Day Duration)
This course expands on the content shown above for the One Day Duration Conflict Awareness Course. It provides a more indepth examination that looks at a wider range of conflict situations and analyses different scenarios, to assess how different conflict handling styles can affect outcomes.
Key benefit for employers: This more extensive course helps frontline staff, or staff whose roles place them in more challenging situations that increase the potential risk of conflict. The additional skills learnt on this course particularly benefit companies / organisations whose employees are involved in face-to-face contact every day (e.g. counter staff in banks, ticket offices, supermarkets or similar roles).
Conflict Awareness (Group Refresher)
This course helps staff to refresh and build on existing knowledge and skills. The prime difference is this course focuses on sharing experiences within the group: helping to redefine what constitutes workplace violence, revisit what the law requires, and re-examine how to assess risk and manage behaviour. The group environment offers greater scope to consider different conflict management styles, based on the groups’ shared experiences, and intertwine these with scenario work to improve communication skills.
Key benefit for employers: Employers can benefit in two different ways from this course:
(i) Periodic refresher courses help to reinforce the importance of managing conflict and bring new team members up-to-speed with the knowledge and skillset of their team colleagues,
(ii) Delegates can assess the benefit of sharing conflict experiences within a group and take this back to their workplace (to develop their own teams and increase the abilities and achievements of their colleagues).
Conflict Awareness (1 to 1 Refresher)
This course helps staff on a 1 to 1 basis following their involvement in a difficult conflict situation, e.g. where they have experienced an assault. It focuses on the incident they have been involved in, examines how and why it occurred, and helps to rebuild their confidence by further development of their understanding, knowledge and skills.
Key benefit for employers: The very personal nature and content of this course lessens the risk of losing valuable and able members of staff, shows support for staff adversely affected by circumstances they may not have been able to control, adds an additional layer of protection to the staff involved, and reduces the potential for future conflict situations to affect the company’s / organisation’s reputation and brand.
Disability & Equality
This course helps staff to build the knowledge and skills that will enable them to best meet the needs of customers who have impairments. They gain a thorough understanding of the disability definition, Equality Act 2010, and the disability provisions in the Equality Act. The course also examines the barriers and social factors surrounding disability, visible and invisible impairments, and communication techniques.
Key benefit for employers: Staff gain a better understanding and awareness of how to adapt their customer service to customers with different needs, and how the company / organisation complies with legislation that is relevant to the business.
Corporate Welcome (bespoke for individual business needs)
This course provides an overview of the business goals to help staff gain an understanding of the organisation’s culture, vision and business objectives. Delegates emerge with a better understanding of their own role in helping the company / organisation to achieve the business’s goals and allows them voice any questions they may, so these are addressed and answered.
Key benefit for employers: Staff gain a high-level view of the business which helps them settle into the new work environment and gives them a sense of being valued / belonging. This reduces employee turnover and increases the overall efficiency of the company / organisation (saving the business time and money).
Other Courses Available
The customer service training courses shown above cover skills relating to different aspects of customer service. To review other courses available please visit:
Management Training Courses for skills that develop managers and leaders within companies and organisations (e.g. handling the transition into the role of manager, the different levels of leadership, team building, selection and interviewing, disciplinary skills, performance management, dealing with conflict, and managing attendance).
General Principles Courses for workplace skills (e.g. influencing others, solving problems and making decisions, and how to present).
Adapting Courses To Your Requirements
Customer service training courses can be adapted to suit your specific requirements. If the course description covers most of what you are looking for, please contact me to discuss how it can be adapted to address your particular objectives or needs.
If you need a bespoke customer service training course developed to achieve a specific objective or tackle a specific issue, please contact me to discuss this. I have designed many programmes and courses for the companies I’ve worked for and can draw on that experience to work with you, to collate programmes and courses that fulfil what you need for your company / organisation.
If most of your customer service training is handled in-house I can work with your trainers to hone their skills or train your trainers to deliver the courses I have available. Please contact me if this of interest.