Course Introduction

Excellent customer service is not about sustaining the client; it is about wowing the customer. Customer service is a vital slogan in the business world nowadays. Just about every company seems to realize just how important customer service is and have started to find means to develop and measure customer service. In this course, we are going to look at what customer service is and classify how you can understand and provide excellent customer service. Many businesses want to achieve outstanding customer service. Right now that's the nerve ring of corporate training, and vision-casting and many companies are analyzing their present assignment and readjusting it to be progressively customer-oriented. Do you give return business to an enterprise that offers poor customer service provision? Perhaps not! You and everybody else want healthier customer service, and it's one of the driving services of why customers shop at one place and not another.

  • Understand the aids of both language and script

  • Understand when formal and informal writing is pertinent

  • Identify a Report

  • Design and make a description

  • Classify, collect, analyse and interpret the related data and information correctly

  • Adopt a suitable structure for your Report

  • Write clearly and directly

  • Use graphics/visuals to improve the description

What's included




Tutor Support




There are no prerequisites for this course.

What Will You Learn

The delegates will:

  • Keep discussions on track using an analysis framework and call control methods
  • Ask searching queries to start the client’s requirements
  • Present their business in a positive way
  • Plan a call structure to keep control and sell extra products
  • Adjust own message style to build relationship with the customer and show understanding of the client's situation
  • Increase contract with the consumer on the next phase of the process
  • Comprehend clients, identify their needs and make positive first impressions
  • Take note actively while reading what related queries they should ask
  • Summarize and rephrase important points back to the customer
  • Show an enthusiasm and inclination to listen to the customer
  • Build a bond with clients and apply body language and voice techniques successfully
  • Implement the required steps of the service course
  • Understand the importance of purchaser service to your organization’s success
  • Analyze who your customers are, how they observe you and what you need to do to achieve excellent service
  • Understand the aids and prospects derived from exceeding customer outlooks
  • Understand the hazards of poor service
  • Handle complaints and hard customers in practical and real manner
  • Study skills and methods to deal positively with misinterpretations, criticisms, and distortion
  • Diagnose various customer behaviors and match service delivery with their prospects
  • Assess and report on customer service

Who should take this course

This course is best for anybody looking for training in customer service and customer care. The most of the delegates joining our customer services courses are in a client fronting or customer support characters, who want to enhance their customer service skills and behaviours. Customer service training often united to the most frequent method of communication used to connect with clients e.g. face to face, telephone, email.


Introduction to Customer service is a mindset in which delegate and workers will be able to find a way to make sure every customer is satisfied and continues to do business. To meet the requirements of your clients, you must know what the consumers want and suppose. You must be able to provide excellence service on a reliable foundation. Many companies formalize customer service plans without ever consulting their clients. It is not an active exercise. You must talk to your customers to determine their perception of the service you provide. In reality, the customer is the ultimate critic. Your customer service strategy must include a method for calculating and following customer satisfaction and faithfulness, as well as a package to ensure its continual growth to higher levels. Depending on the level of your company, you will need either a casual (for small enterprises) or an official plan (for larger companies) that includes not only customer service rules and trials but also exact clarifications on how you would like to treat clients in a variety of conditions.


Course Content

Preface to Customer Service

  • Explain what the term customer supporter
  • Diagnose your role in providing excellent customer service
  • Define who the customers are and their expectation
  • Describe class customer service
  • Distinguish where a client facility expert turns in an organised organisation

Customer Service Basics

  • Learn the consumer service transaction, model
  • Recognise how to notice to the consumer
  • Understand why asking open-ended questions is critical
  • Know why evaluating, and following up on a customer purchase is vital
  • See why communicating customer service issues with management is essential
  • Explain how a client deal takes place

Customer Communication Summary

  • Understand the most severe feature to communication
  • Comprehend that the clients have different communication networks
  • Learn why building understanding with his clients is supreme in providing astonishing customer service
  • Identify the diverse methods for head-on vs. telephone communications

The Customer’s Language

  • Diagnose graphic, audio and kinesthetic arguments
  • Match visual reports to the precise communication channels
  • Match oral statements to the exact communication stations
  • Match kinesthetic statements to the particular communication stations
  • Estimate customer situations to determine best approaches

The Customer’s Body Language

  • Recognise breathing patterns that indicate a customer’s preferred communication channel
  • Categorise gestures that show someone’s communication channel
  • Identify head movements that show someone’s communication channel
  • Distinguish postures that suggest that show someone’s communication channel
  • Recognise the diverse features of body language that can be matched and mirrored

The Customer’s Vocal Characteristics

  • Understand the four components to vocal characteristics
  • Classify vocal characteristics of visual speakers
  • Recognise vocal characteristics of auditory speakers
  • Identify vocal characteristics of kinesthetic speakers
  • Evaluate customer scenarios to determine best approaches


Introduction to customer service Enquiry


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