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Customer Service Courses

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Customer Retention Training Course

Customer Retention Training Course

This innovative course in customer relationship management will equip participants with the skills to develop a retention strategy that fosters customer loyalty and enhances ROI. Participants will learn how to plan, develop, execute and assess a profitable customer retention strategy with an optimum blend of online & offline marketing and customer service. This course ...

Customer Retention Training Course
Receptionist Skills Training Course

Receptionist Skills Training Course

The receptionist is the first point of contact with your customers. Your receptionist needs to create a long lasting good impression within moments. Your customers need to experience how good it feels walking into your company, so they stay loyal and committed. This interactive course will enable receptionists to develop their customer service skills and communication skills ...

Receptionist Skills Training Course
Dealing with Difficult Customers Training

Dealing with Difficult Customers Training

This course gives front-line personnel the skills to react calmly and positively with difficult customers. It offers an understanding of the causes of difficult behaviours and effective techniques to diffuse them. Delegates will learn how to distance themselves from any personal remarks and respond professionally without entering into arguments. (The course covers ...

Dealing with Difficult Customers Training
Customer Service Training Course

Customer Service Training Course

Our highly practical 1 Day Customer Service Training has the ultimate goal of providing your staff with the tools to provide a consistently high quality customer experience, this will be achieved by building & maintaining effective relationships with customers to increase loyalty. Everyone will leave the course with clear objectives, skills and frameworks that they ...

Customer Service Training Course
Frontline Management Training

Frontline Management Training

This comprehensive front line management training course is perfect whether you have recently been promoted to a managerial position or you’re a senior manager looking to develop your knowledge and skills. Ultimately, great management and people skills will provide a positive impact on your teams performance, morale and general happiness. This Management ...

Frontline Management Training
Customer Service via Telephone Workshop

Customer Service via Telephone Workshop

This Customer Service via Telephone Workshop will provide your staff with the awareness and skills they need to handle phone calls professionally. This will ensure that a positive image of your organisation is reinforced and strengthened with every conversation. The telephone etiquette displayed by employees is indicative of a staff's willingness and ability to efficiently ...

Customer Service via Telephone Workshop
Contact Centre Agent Training

Contact Centre Agent Training

This course has been designed and adapted for a number of DCM's clients that run contact-centres to handle incoming calls to the company. Throughout the course, participants are encouraged to contribute to a lively debate about their perceptions of good customer service. They are constantly encouraged to look through the eyes of the customer and, by means ...

Contact Centre Agent Training
Dealing with Aggressive Behaviour Training

Dealing with Aggressive Behaviour Training

This 1 day training programme has been designed to address the need for Managing Aggressive Behaviour in the work place for all the frontline staff. Working with the public can often mean that employees are faced with abusive or potentially violent service-users. This programme will teach all staff how to deal with aggression, both face to face and on the telephone ...

Dealing with Aggressive Behaviour Training
Telephone Skills Training Course

Telephone Skills Training Course

This training course is designed for people who use the telephone for their day-to-day interaction with customers, suppliers or work colleagues. Focusing on handling in-bound calls, delegates will gain an understanding of important telephone techniques along with the key principles of customer service. This one-day course starts by identifying the importance ...

Telephone Skills Training Course
Managing Conflict over the Telephone Training

Managing Conflict over the Telephone Training

Our Managing Conflict over the Telephone Training recognises the important differences between face-to-face interactions and this limited sensory environment that communicating on the telephone presents. This training will develop the skills of your staff, the techniques that they will learn will enhance customer care while maintaining the professional branding of ...

Managing Conflict over the Telephone Training
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