Confident Customer Service

Confident Customer Service

The purpose of this course:

In this competitive economy it is essential that you attract and keep clients. Customer service is a critical part of this process. Whether you are handling customers face to face or over the phone it is essential that you master the skills to keep the conversation flowing, obtain important information and ensure your customer – or potential customer – leaves you/the caller with a good impression of your company.

Benefits to an organisation:

Increasing the confidence of those using the phone as a business tool and generally improving all levels of communication via telephone and face to face and leaving the customer/caller with a great lasting impression of your company.

Who is this course for?

This course is designed for anyone who is the first port of call for incoming queries and those who are in daily contact with customers.

What will the course cover?

Communication skills

  • Understanding communication skills – listening, questioning and clear language
  • How to communicate in the absence of face to face interaction
  • Body language and the importance of a smile
  • Voice – tone, pace and words
  • Personality types and building rapport

Handling difficult customers

  • Building personal confidence
  • The effect of words, tone and voice
  • Understanding the need for good listening skills
  • Developing a questioning technique, prompting answers on which they base decision
  • Taking responsibility without the blame
  • Dealing with customer complaints
  • Personal discipline and control, handling pressure

Understanding your company brand and goals

  • What image does your company want to portray?
  • How does your company want customers to feel?
  • What does your company want customers to say about it?
  • Learn how to encapsulate your company’s customer goals in your interaction and customers
  • Surprise and delight the customer
  • Doing what you said you would do
  • Exceeding expectations

By the end of the course, the delegate will be able to:

  • Know what’s required to portray a positive company image and deal with customers effectively
  • Confidently handle difficult customers and complaints
  • Understand how to adapt your communication style and message to suit your audience
  • Communicate with ease with different personality styles

Timings: 9:00am – 4:30pm

Member cost: £249 + VAT

Non-Member cost: £319 + VAT

For more information, or to book a place on this course, call us on 01604 490490 or email training@northants-chamber.co.ukChamber members can book online.

Our Upcoming Management & Personal Development Events

  • Effective Appraisal Skills | Northamptonshire Chamber of Commerce

    18/07/2024

    Effective Appraisal Skills

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    The course provides business owners, line managers and leaders with the skills they need to plan and deliver appraisals with confidence. Regular and effective appraisals improve retention, make people feel engaged and motivate them to go the extra mile.

  • Confident Customer Service | Northamptonshire Chamber of Commerce

    20/11/2024

    Confident Customer Service

    By |Tags: |

    This course aims to improve customer service within your business and help your team become more confident in their approach and recognising the value they bring to the organisation. Whether you are handling customers face to face or over the phone it is essential that you master the skills to keep the conversation flowing; obtain important information; and ensure your customer – or potential customer – leaves you/the caller with a good impression of your company.

  • Effective Appraisal Skills | Northamptonshire Chamber of Commerce

    25/03/2025

    Effective Appraisal Skills

    By |Tags: |

    The course provides business owners, line managers and leaders with the skills they need to plan and deliver appraisals with confidence. Regular and effective appraisals improve retention, make people feel engaged and motivate them to go the extra mile.

  • Assertiveness Skills | Northamptonshire Chamber of Commerce

    14/01/2025

    Assertiveness Skills

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    At some time or other most of us give in to people in authority or to those who are dominant or difficult. It stops us achieving our own goals and leaves us feeling inadequate, stressed or angry. This course identifies the behaviour patterns that lead to these situations. Delegates will practice a new set of behaviour patterns to enable them to better control interpersonal situations.

  • Assertiveness Skills | Northamptonshire Chamber of Commerce

    10/09/2024

    Assertiveness Skills

    By |Tags: |

    At some time or other most of us give in to people in authority or to those who are dominant or difficult. It stops us achieving our own goals and leaves us feeling inadequate, stressed or angry. This course identifies the behaviour patterns that lead to these situations. Delegates will practice a new set of behaviour patterns to enable them to better control interpersonal situations.

  • Managing Your Workload | Northamptonshire Chamber of Commerce

    23/10/2024

    Managing Your Workload

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    This course explores how time is wasted and provides effective strategies to make a real impact upon time management. It includes how leaders can better use time to empower and delegate their people.

  • The Fundamentals of Project Management | Northamptonshire Chamber of Commerce

    11/06/2024

    The Fundamentals of Project Management

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    This is a professional course around how to manage change. It is aligned to industry standards of the accrediting professional body, the Association for Project Management. The purpose of this course is to equip people with the fundamental principles of project management to enable them to manage change effectively within their organisations.

  • Coaching for Managers | Northamptonshire Chamber of Commerce

    27/06/2024

    Coaching for Managers

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    Coaching is now acknowledged as an essential skill for all managers and leaders to create a motivated and engaged workforce. This course will provide you with the skills you need to run effective coaching sessions.

  • The Fundamentals of Project Management | Northamptonshire Chamber of Commerce

    14/11/2024

    The Fundamentals of Project Management

    By |Tags: |

    This is a professional course around how to manage change. It is aligned to industry standards of the accrediting professional body, the Association for Project Management. The purpose of this course is to equip people with the fundamental principles of project management to enable them to manage change effectively within their organisations.

  • Influencing Skills | Northamptonshire Chamber of Commerce

    28/01/2025

    Influencing Skills

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    This course will develop your awareness of how to influence and also deepen your influencing skills to benefit you and your business to be more effective. Successful influencing is about making a connection and appealing to the heart as well as the head. It is about identifying personal triggers and adapting your style to others’ to get the best results from the people you are trying to influence.

  • Coaching for Managers | Northamptonshire Chamber of Commerce

    26/02/2025

    Coaching for Managers

    By |Tags: |

    Coaching is now acknowledged as an essential skill for all managers and leaders to create a motivated and engaged workforce. This course will provide you with the skills you need to run effective coaching sessions.

  • Successful Supervisory Management | Northamptonshire Chamber of Commerce

    24/07/2024

    Successful Supervisory Management

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    This 2-day course will introduce you to some of the tools and techniques essential to the role of Supervisor/Manager and to develop the skills to enable you to manage and motive people effectively and productively.

  • Successful Supervisory Management | Northamptonshire Chamber of Commerce

    16/10/2024

    Successful Supervisory Management

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    This 2-day course will introduce you to some of the tools and techniques essential to the role of Supervisor/Manager and to develop the skills to enable you to manage and motive people effectively and productively.

  • How to hold Difficult Conversations | Northamptonshire Chamber of Commerce

    04/02/2025

    How to hold Difficult Conversations

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    The purpose of this course is to help you identify what it may be that’s preventing you from having difficult conversations and provide you with strategies to handle them effectively.

  • Successful Supervisory Management | Northamptonshire Chamber of Commerce

    15/01/2025

    Successful Supervisory Management

    By |Tags: |

    This 2-day course will introduce you to some of the tools and techniques essential to the role of Supervisor/Manager and to develop the skills to enable you to manage and motive people effectively and productively.

  • How to hold Difficult Conversations | Northamptonshire Chamber of Commerce

    23/07/2024

    How to hold Difficult Conversations

    By |Tags: |

    The purpose of this course is to help you identify what it may be that’s preventing you from having difficult conversations and provide you with strategies to handle them effectively.

Northamptonshire Business Awards 2023!

The Northamptonshire Business Awards recognise and celebrate the very best in Northamptonshire business.

On Thursday 23rd November 2023 we revealed the winners of the Northamptonshire Business Awards 2023, headline sponsored by Wilson Browne Solicitors! Make sure you check out our highlight video and find out this year’s winners here.