Customer Service Training. Customer Service Courses & Customer Service Workshops

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Wisecrow

Customer Service Consultancy

The Customer Service Training Specialists

Customer Service Training Courses

Wisecrow can offer a range of customer service training courses and customer service workshops for customer service staff, Managers, Team Leaders and Supervisors, depending on your exact needs.

All of our customer service courses and workshops are interactive and highly participative. We avoid long boring lectures and use accelerated learning practices such as shared group learning and self managed learning to keep the training sessions lively and maintain interest.

Whilst we would always want to tailor any training workshops and courses to meet your needs, we have given some examples below of some that we have delivered in the past.

Essential Customer Service Training Courses

Our Fundamentals Courses For All Staff

These are our core customer service training courses and are aimed at front-line customer service staff who deliver customer service direct to the customer. These are ideal for those in the role who have had little or no customer service training in the past, and cover the essential knowledge, skills and behaviours to deliver good customer service.

These courses can be delivered over one day, or we can create a half day, shorter version if time or budgets are limited.

Typical content of of our Essential Customer Service Training Courses:

Understanding the importance of customers to your business or organisation
Having a better understanding of your customers' needs and how to satisfy these
Understanding the importance of attitude in delivering excellent customer service
Learning the fundamentals of communication and their impact on customer conversations
Being aware of the contribution that words and non-verbal messages have on the customer relationship
Understanding different customer types and how to respond to each
Use appropriate tactics when dealing with different customer types
Applying this learning to communicate more productively with your customers
Creating a personal plan of actions

Request more information on Essential Customer Service Courses

Typical content of our advanced customer service training courses:

Reviewing the customer’s expectations
Establishing the areas to be explored in the workshop (may be agreed in advance)
Sharing and capturing experiences of good customer service
Identifying when and how things can go wrong and establishing how to correct these
Creating a model of excellent customer service for the organisation
Creating a plan to implement the customer service model
Identifying the barriers to implementation and establishing how to overcome these
Creating a team action plan
Creating a personal action plan

Advanced Customer Service Training Courses

A Customer Service Course For More Experienced Staff

This facilitated workshop style customer service course is aimed at front-line staff who have been delivering good customer service for some time. It assumes that attendees have the basic skills and knowledge to deliver good customer service, and focuses on sharing experiences and developing best practice to achieve excellent customer service. The course takes a positive approach using principles from appreciative inquiry, and is a useful means of advancing current practices without patronising experienced attendees by re-covering any previous learning.

This customer service training can be delivered over one day, or we can create a half day, shorter training course if time or budgets are limited.

Request more information on Advanced Customer Service Training Courses

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Shopper Survey

Staff Survey

Shopper Survey Results

“Embedding the basic skills of customer care”

“Developing good customer service practices”

Customer Service Training Courses for Team Leaders & Supervisors

First line management training with a customer care focus

Whilst the fundamental skills required when managing staff in a customer care environment are perhaps no different to managing staff in any other environment, the focus is quite different. This course will help team leaders and supervisors to get the best performance from their customer service team. Motivation, delegation, giving and receiving feedback, and day-to-day performance management are usually covered, with the emphasis being on managing the team through engagement and involvement. The exact content for your course would be agreed with you, and the course would be designed to match the environment in which your organisation operates.

These courses are usually delivered over two days, depending on the exact content and depth of learning required. Where attendees have reasonable experience in the role we can provide an alternative shortened, one day version of the course. If the team leaders or supervisors are new to the role we would recommend the more in-depth two day version which allows more time for practicing the techniques that will be covered.

The following gives some indication of what might be covered; please give us a call to discuss your precise requirements.

Typical content of our Customer Service Training courses for Team Leaders & Supervisors:

The role of Team Leader/Supervisor
Understanding your own strengths and development needs
Giving and receiving feedback from the team
Communicating with the team and individual team members
Understanding individual motivation and how to react to this
Motivating the customer service team
Identifying team development and support needs
Agreeing performance goals with the team
Setting individual targets
Managing individual performance
Developing the strengths of the team
Creating a personal plan of actions

“Building the customer service delivery team”

Request more information on C ustomer Service Training Courses for Team Leaders & Supervisors

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Customer service training for team leaders and supervisors