Customer Service

Angry Customers

Are you and your staff able to keep a cool, professional head when dealing with an angry customer? Study online and learn the skills necessary that make the difference between a customer who feels satisfied with the resolution and one who never wants to use your business again. This CPD Certified course on dealing with…

The Sales Sequence

To be successful in sales, you need to follow a step-by-step process. Explore each of the necessary steps in action, tackle obstacles with confidence, and see how poor performance at any stage can jeopardise your success!

Satisfying Challenging Customers

Every customer is different! Explore how to approach a range of different challenging customer situations with a friendly, calm and professional manner, whether they are uncommunicative, in the wrong, indecisive, impolite or unfamiliar with your product or service.

Handling Complaints

Can you turn a complaint into an opportunity? Discover how to adopt a positive attitude and fix the problem sensitively by following a systematic process. Learn how to avoid the pitfalls that delay resolution and how to look for the opportunities to create customer loyalty.

Matching Needs

Translate your product, service and organisation knowledge into sound advice and then give your full, individualised attention to your customers. Learn how to handle objections positively and professionally, seeking opportunities to provide enhanced customer service and increase customer value and loyalty.

Exploring Needs

Are you able to spot what your customers need and want? Discover how to ask skillful questions to draw them out, listen actively and tune into your customer by reading their body language and interpreting the meaning behind the words they say.

First Contact

What first impression do you give when you first meet or speak to a customer? Here you’ll put yourself in your customer’s shoes and learn how to see yourself through their eyes. Discover how to make that vital good first impression and set the tone for a successful relationship.

Customer Service Knowledge and Attitude

Do you know why customers choose your products or services? Learn how to link the features and benefits of what you sell to your customer’s needs and always put the ‘customer first’ in your thinking, attitude and approach.

Customer Service Essentials

Do you know the difference between good and outstanding customer service? Are you able to assess the long-term value of your customers? Learn how to evaluate the true impact of poor and good customer service on your customers and your organisation.