Effective, Empathetic Customer Interactions
Refine your communication skills by learning to harness your emotional intelligence with one of the UK's most acclaimed management training courses.
What gets in the way of developing and holding on to new communication skills are old habits of thinking and speaking. Even if the advice is very good the reason why it rarely sticks are the mental habits people inevitably revert to, especially under pressure.
Unlearning those old habits and internalising a more effective and lasting approach to communication needs more than a short course of lectures on how to do it.
What makes this training stand out is the exceptional support through one-to-one coaching sessions and continuous feedback. Changing behaviour is not an easy task as old habits are hard to break.
With a 40-year track record we can help you cultivate practical skills, and build your confidence to so you can successfully navigate real-world challenges, ensuring lasting behavioural improvements.
Join thousands of participants getting results
"What I love about this course is that I didn't just learn about the topic, this course is about ME. I'm confident I can reliably use my new skills, even when under pressure".
A Project Manager At A Tech Company
"A lesson for life! The power of effective communication is incredible when one masters the skills "listening with empathy" and "speaking assertively"
A Project Quality Engineer
Well-known companies who have used this course again and again, over many years
This customer service training course is designed to provide key customer service components such as understanding customer needs and expectations, communication skills, conflict resolution techniques, product and service knowledge, and empathy and emotional intelligence.
You will learn a set of powerful emotional intelligence communication techniques so that you can manage difficult conversations, handle challenging situations, build relationships and set firm boundaries.
The goal of this training is to equip you with the tools they need to build strong, lasting relationships in your professional life, although because these skills are so transferable many clients report vast improvements in their personal relationships as well.
This is a skills development rather than just a theoretical programme, so the emphasis throughout will be on you taking turn after turn, practising your skills, while receiving feedback and coaching about your effect on others.
In your coaching sessions you will be helped to practise dealing with the kinds of situation you find challenging, again and again, until you are confident you can do it successfully.
We'll combine practical, hands-on experience with video replay and analysis and discussion of the principles involved to help you gain both skills and understanding. Special attention is paid to your individual training needs, so you can practise your skills in real-life situations that you have to handle at work.
That's why as well as your place in a small group, this training includes a generous amount of private and confidential one-to-one coaching sessions online, spread over several months, ensuring an exceptional level of support. This will ensure the changes you make are sustained over a longer period of time and any obstacles are overcome. Choose between online training available worldwide, or in-person face-to-face courses in the UK.
For a list of upcoming course dates (for online coaching and face-to-face training), the locations of the next 3-day public courses in the UK and pricing Click here.
This initial coaching session serves as an introduction to the "Skills with People" course, allowing you to understand the course's relevance and effectiveness for your specific needs before committing to it.
Discover the exact steps you need to speak with emotional intelligence (empathy and assertiveness) in a variety of situations, scenarios and relationships that matter to you the most.
So you can confidently & reliably create a positive, encouraging & supportive atmosphere, motivate with constructive & honest feedback, calm down difficult people, inspire enthusiasm, handle disagreements, be taken seriously, earn trust, respect & cooperation.
Which means you'll AVOID painful awkwardness, embarrassment, anxiety & frustration by being clumsy, blunt, offensive, discouraging or antagonising, won't jeopardise morale, get derailed by resistance & objections, or trigger defensive argument, conflict & friction.
Might your need for customer service training be met by this London UK training course called Skills with People?
This customer service training will increase your confidence at dealing with customers who become difficult to satisfy when things go wrong. It'll help you develop the understanding and skill you need to calm them down and win their trust when they're disappointed, suspicious or angry. With these skills you'll end up confident you can turn unintended problems into opportunities to win even more respect and trust from your customer.
How the skills you'll practise on this course will make your customer service much more successful
The hardest thing about customer service is handling negative emotions. The customer has spend hard earned money buying goods or services he needs to be able to rely on. When something goes wrong it's only natural for his to be upset. His immediate reaction is to feel disappointed, let down, in a panic, angry, or worried, and while in this state it's unrealistic to expect him to be able to be calm and reasonable. The trouble is, as you know from your own experience, you're unlikely to deal successfully with the problem while the customer is in an emotional state.
What some customer service people don't realise is that the very first thing the customer needs to be able to do is let off steam, get it off his chest. Until he has done this it's not psychologically possible for him to take part in a calm, reasonable conversation.
But listening to someone getting negative feelings off his chest can be a very uncomfortable experience. The natural tendency is to try reasure him, get down to the detail, ask questions, and try to get him to listen to reason before he's ready. Unfortunately, instead of calming him down this approach is in danger of winding him up and making him even more tense.
If you want to give good customer service you need, above all, to be able to listen patiently and with empathy. It's the first thing you need to do when something goes wrong. It shows the customer that he has your undivided attention, and that you appreciate how serious the problem is for him.
Nothing calms the customer down more quickly and builds his trust in you better than the quality of your listening. That's why this customer service training focuses on enabling you to be a master of the art of listening with empathy when you're dealing with customers in an emotional state.
What other skills will this customer service training give me?
As well as listening with empathy you'll learn how to speak to the customer clearly and firmly about everything he needs to know in order to trust you and cooperate with you in overcoming the problem. It's very easy to make the wrong assumptions about this.
For example, it's easy to assume the customer knows you're keen and determined to stay with him on the problem until it is fixed. Because you take it for granted he knows this, it doesn't occur to you to spell it out to him. But because his confidence in you has been shaken by what went wrong he may not actually know it. So he becomes more difficult to deal with just because you didn't spell out to him and reassure him about this. Such misunderstandings are common. The way to avoid them is to develop your ability to speak firmly and clearly. We call this the skill of speaking assertively.
A blend of listening with empathy and speaking assertively is what you need in order to handle difficult situations with customers with confidence and grace. They're the two core skills you'll develop on this customer service training course.
Why excellent Customer Service training is crucial
Customer service training is of paramount importance as it leads to enhanced customer loyalty, reduced negative reviews and complaints, and improved employee satisfaction.
Investing in outstanding customer service and training can significantly boost customer loyalty, leading to increased repeat business and long-term profitability. Exceptional customer service plays a vital role in retaining customers as it fosters trust and positive experiences, encouraging customers to continue doing business with your company. For instance, studies reveal that 73% of consumers cite friendly customer service representatives as the key factor for building their loyalty towards a brand.
A well-trained customer service team is equipped with the knowledge and skills required to handle complaints in various situations - from addressing routine inquiries to resolving complex issues or complaints promptly and efficiently. Providing excellent support consistently establishes an emotional connection between your company and its customers, positively influencing purchase decisions. Moreover, loyal customers are more likely to recommend your brand within their social circle through word-of-mouth marketing, which serves as a valuable asset for any organization seeking sustainable growth. By prioritizing comprehensive customer service training programs for employees across all levels of interaction with clients, businesses can inherently strengthen their relationships with existing clientele and build lasting connections with new patrons.
Investing in customer service training courses can significantly reduce the number of negative reviews and complaints a business receives. Properly trained customer service agents possess the skills needed to handle challenging situations, such as dealing with difficult customers or resolving complicated issues. They know how to effectively communicate with customers, empathise with their concerns, and provide appropriate solutions that leave a positive impression.
For example, a well-trained employee may turn an angry customer into a satisfied one by genuinely listening to their grievances and offering practical support. As this happens more frequently across your organisation, fewer customers will feel compelled to share negative feedback online or directly complain about poor customer service experiences. In fact, exceptional customer service can transform unhappy clients into loyal advocates for your brand who actively promote it through word-of-mouth referrals and positive reviews on social media platforms. Hence, investing in comprehensive customer service training not only reduces complaints but also reinforces your company's reputation for providing outstanding customer services, and improving overall satisfaction among consumers.
Investing in customer service training not only benefits customers but also plays a significant role in enhancing employee satisfaction. High-quality training equips employees with essential skills, knowledge and confidence to perform their roles effectively. As they become more competent in handling diverse customer needs, resolving complaints and providing exceptional customer experiences, their job satisfaction increases.
For instance, consider an employee who struggles to address challenging customer issues due to a lack of adequate training. It is likely that this individual will experience frustration and lower morale which can negatively impact overall performance. On the other hand, employees who receive comprehensive customer service training are empowered to manage difficult situations efficiently — leading to increased self-esteem and motivation levels. When organisations invest time and effort in developing top-notch customer service skills for their workforce, it sends a powerful message about valuing employee growth and success within the business context. This not only drives improved work culture but also fosters greater commitment towards delivering outstanding results for the company as well as its customers.
Moreover, team members supported by effective customer service training courses build better collaborations among themselves – strengthening internal communication abilities that enhance problem-solving efforts across various departments. Additionally, such strong camaraderie at work tends to reflect positively upon the way customers perceive your organization — further elevating your brand's reputation on multiple fronts while ensuring continued success amidst rapidly changing market conditions.
Key components of what makes this customer service training course so effective
This customer service training is so effective because it cover various key components, including understanding customer needs and expectations, communication skills, conflict resolution techniques, product and service knowledge, as well as empathy and emotional intelligence.
Businesses can choose from various types of customer service training programs, including onboarding and orientation training, ongoing training and other continuing professional development, role-playing and simulations, coaching and mentoring, as well as e-Learning.
Role-playing and simulations are highly effective components of customer service training. They allow employees to practice their skills in real-life scenarios, without the pressure of an actual customer interaction. Here are some key benefits of including role-playing and simulations in customer service training:
By incorporating role-playing and simulations into your customer service training programs, you can give your teams the tools they need to provide exceptional service to your customers.
Investing in customer service training leads to improved customer satisfaction, greater loyalty, higher employee retention rates, increased profitability and a positive organizational reputation.
To choose the right customer service training program, businesses should assess their needs, consider budget constraints, research potential providers, review customization options and evaluate training effectiveness.
Researching the right training provider for your business is crucial to ensure that your employees receive quality customer service training that meets their needs. Here are some tips on how to research training providers effectively:
Researching and choosing a reputable customer service training provider can help ensure that you get a high-quality program that meets your needs, improves staff performance, enhances customer satisfaction, and boosts your business's reputation in a positive light.
Customer service training can help improve overall customer satisfaction, retention rates and brand reputation. It also helps employees develop better communication, problem-solving and conflict resolution skills.
A good customer service training programme should cover topics such as effective communication techniques, handling difficult customers, time management skills, empathy-building strategies and how to use technology tools to enhance improve customer service experience.
The frequency of customer service training depends on the industry and business needs; however, it is generally recommended that companies provide refresher courses at least once or twice a year to ensure employees stay up-to-date with changing trends & best customer service practices.
Yes, online learning resources can be an effective way of providing ongoing support for employee learning from anywhere at any time while improving efficiency by reducing downtime or travel costs associated with traditional classroom-based instruction methods. However - e-learning may not always replicate the team building aspect of traditional face-to-face workshops so this approach may not suit everyone meaning hybrid models may need exploring if looking maximize effectiveness across teams w/ varying preferences!