Customer Service

Customer Service Training from H2Effective customer service is essential in any organisation. The ability to nurture and communicate effectively with your customers can make the difference between achieving growth or experiencing stagnation - or even worse: decline. Improving customer service skills within an organisation can not only lead to better customer relations, but can increase sales/profits, improve word-of-mouth recommendations and online reviews, keep misunderstandings and queries to a minimum, save time and increase overall efficiency and productivity.

Individuals wishing to improve their customer service skills are often interested in finding ways to:

  • Better understand their customers' issues and needs
  • Enhance their confidence and ability to communicate courteously with customers - even the 'difficult' ones!
  • Reduce the amount of time taken to sort out misunderstandings
  • Handle complaints effectively
  • Evaluate customer satisfaction

Excellent customer service is at the heart of every business relationship. When you ask people about their own experiences of being on the receiving end of "Customer Service", most will be able to recall extremely negative encounters that left them feeling unhappy, misunderstood, or even angry. The positive experiences are more frequently forgotten, or taken for granted. Understanding and being able to implement the elements of excellent customer service is therefore essential for the benefit of the organisation as a whole, as well as the individuals delivering it.

"It takes 20 years to build a reputation and 5 minutes to ruin it. If you think about that, you'll do things differently." Warren Buffet - businessman, investor and philanthropist


How to spot effective customer service

Is the person:

  1. In rapport with their customer - is there is obvious respect - are they genuine and trustworthy in what they say, even if in disagreement or conflict?
  2. Listening effectively - are they giving their customer the time to express their needs and concerns without interrupting or becoming defensive?
  3. Questioning for clarification - are they asking pertinent questions so they fully understand the customer's perspective?
  4. Clear in their own communication - do they take time to clarify the situation, politely but firmly expressing their own position or the organisation's policies? 
  5. Summarising - are they recapping to ensure mutual understanding?
  6. Focused on an agreeable conclusion - are they working towards a clear and mutually acceptable outcome, including any follow-up interactions that are necessary/desired?

Customer Service Training from H2

Our customer service training is designed to empower our delegates to become more effective in their roles working with customers - directly or indirectly. We aim to strike a balance between presenting essential background information, and facilitating participative exercises and discussions that are both challenging and motivating, and that enable useful learning to take place that can be directly applied back in the workplace.

We can deliver customer service training virtually, or at a venue of your choice, for any number of participants.

Ready-to-Go Courses: Over the past 24 years, we've worked hard to devise and develop a range of courses that suit the broad needs of our customers. Ready-to-Go course titles relating to the topic of customer service include:

  • Dealing with Difficult Customers
  • Excellent Customer Service
  • Handling Complaints
  • Influencing Skills

Bespoke Courses: If you have something more specific in mind, we can design and deliver a tailored course for you. Following a short pre-course consultation, we'll put together a course programme that reflects your specified priorities, and that includes exercises based on real-life case studies/scenarios. 

One-to-One Training: We also offer customer service training for those who may benefit from the undivided attention of our trainer. These one-to-one sessions are entirely focused on the specific needs/interests of the delegate, and are extremely well received for achieving lasting learning and observable improvements.


No-obligation Quote

Please CONTACT US today - just give us a brief outline of what you're looking to achieve, the number of participants and the proposed location, and we'll get back to you shortly.