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Details

Everything is flexible.

Just tell us about the issues you face and how you want things to improve – and we'll work with you to design a programme that's exactly right for you!

Course content may include:

  • Key service attitudes
  • Why customer service is important
  • Understanding customers and customer expectations
  • Customer types
  • Communication barriers
  • Communication skills and styles
  • Why the telephone is different
  • Telephone skills
  • Vital skills in the call centre / contact centre
  • Professional tone and manner
  • How to build customer rapport
  • Empathy and trust
  • Going the extra mile
  • Dealing with difficult and emotional customers
  • Dealing with the 'person' as well as the 'problem'
  • Questioning and listening skills
  • The real causes of frustration and anger
  • Reliability vs responsiveness
  • Balancing customers and the organisation
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About Us

Best Practice Training & Development was founded by David Allenstein in 1997 to promote excellence in customer contact and service leadership. Since then, we have become one of the UK's leading training and certification centres - helping individuals and organisations across all industry sectors develop superior skills and deliver exceptional service. 

Mission

Our mission is to be an exceptional and responsive training provider - providing life-changing education, skills and experiences for individuals, organisations and communities.

Values

We are guided in everything we do by our five core values:

  - High standards

  - Inclusive

  - Innovative

  - Focused

  - Integrity

Our fully-accredited Workplace Learning programmes deliver sustainable improvements in skills and performance for all levels of staff, from frontline staff to team leaders and managers.

We are an approved Apprenticeship provider, delivering high quality and effective government-funded programmes for small and large organisations.

Our Distance Learning programmes provide flexible learning opportunities in a wide range of subject areas for individuals - whether employed or seeking work. ...

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