Customer Service Training

This pack provides practical activities and assessments to help improve individuals’ customer service skills.

The pack includes modules on:

• Providing a checklist to help managers analyse their customer service training needs.
• Looking at Customer services on the telephone and the importance of first impressions.
• Helping participants with training on how to create a rapport with customers.
• Techniques for actively listening to customers.
• Enhancing participants questioning skills.
• Techniques for controlling customers conversations on the phone and face to face.
• An activity to enhance participant’s observation skills.
• The importance of body language in face to face customer service.
• Training material around the topic of emotional intelligence.
• Assertive communication skills.
• Training on effective written communication skills.
• How to manage stress