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Top tips for world-class customer service

Customer service has always been a foundation of business growth. Recent events have made achieving positive customer service more challenging but not impossible. As brand reputation continues to have a key role to play in whether or not consumers choose your business over another it’s becoming increasingly crucial to make world-class customer service a priority.

  • Give your team the right tools. In the current situation that often equates to technology. Whether that’s an effective CRM, upgrades to accounting or billing systems or marketing automation, the right tools can make it much easier for your customer service team to excel at what they do.
  • Clear and honest communication is essential. Most people don’t respond well to being patronised or overloaded with information and almost all will switch off if they feel they aren’t entirely being told the truth. It’s crucial to train staff to communicate clearly and honestly with customers, to avoid platitudes and practice authenticity.
  • Make sure you have a system in place to handle complaints. When customers aren’t happy it’s important to take note of this. Although it may not always be a sign that there’s an issue you have to resolve it’s always worth making space for the complaint so that the customer feels heard. Train your team to acknowledge the complaint and act so as to control the situation and refocus the discussion on a more positive outcome. Problem solving is essential in a complaint situation as it enables a customer to potentially walk away happy.
  • Avoid rushing customers. Most consumers can sense when they are being pushed hard towards a goal and will resist if this is done in a clumsy way. Customer service teams shouldn’t be clock watching and should avoid being pushy to drive customers towards their goals too quickly. On the flip side, most consumers today don’t want to waste precious time on business interactions so it’s also important to make customer service communication concise.
  • Learning the art of closing is essential. Whether this is closing a sale or simply a conversation, when it is done right it will leave the customer with a sense that the business cares about getting it right – is focused on whatever the customer thinks ‘right’ is – and isn’t going to try and force a conclusion.
  • Learning how to say thank you is key. Gratitude can create some serious ROI and leave a positive impression on customers. Most businesses rely on customers to evolve and grow and expressing thanks for this regularly can be enormously beneficial.
  • Invest in a good team. Exceptional customer service people can have a huge impact on how well the business does overall when it comes to interactions with consumers. Customer service will never be better than the quality of the people delivering it so it’s worth taking the time to find great people, to train them well and to provide opportunities for learning and growth that benefit individuals and the business as a whole.

These top tips for customer service will enable any business to make an impact on key variables such as brand perception and audience size.

Find out more by booking onto our Outstanding Customer Service Skills training course…

In-House Training with PTP

PTP stands for Practical Training for Professionals and our aim is to make our training as practical as possible so delegates can return to the workplace with skills they can implement immediately. PTP now delivers training to over 40% of the FTSE 100.

What you get for your money

What is 1-to-1 training?

1-to-1 training can be based on any of the 100 plus courses that PTP provides, it includes an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) on-site one to one training session at your premises with one of PTP's expert trainers and then a further telephone conference call of up to an hour within 2 weeks of the on-site visit.

You have the option of a line manager being involved in both telephone conferences, the second telephone conference which can be for feedback and action planning is generally scheduled during the on-site visit.

Who does 1-to-1 training suit?

Individuals taking on a new challenge or responsibilities. Professionals who want a trusted "sounding board" and thinking partner. Executives or managers who want to enhance their leadership effectiveness to achieve organizational and career success. Executives and professionals wanting to compete successfully but still retain balance in their life. Individuals who want to understand their blind spots so that they don't stand in their own way on their path to success. Executives and Professionals who want to improve their interpersonal skills so as to be more effective with bosses, peers, subordinates, or people in general. How much does 1-to-1 training cost?

A 1-to-1 training session costs from as little as £400 + VAT and will include an initial telephone conference of up to 1 hour, a 1/2 day (3.5 hours) on-site training at your premises and then a further telephone conference call of up to an hour within 2 weeks of the on-site visit.

What is U-Choose?

Choose from any of the 150 plus courses that PTP provides, and choose from 1 of our 50 plus UK wide training venues. You must book for 2 or more delegates and at least 4 weeks in advance, but that’s it, the course you want where you want it. The reason we ask for a minimum of 4 weeks notice is to enable us to market the course you have scheduled to other companies and organisations. However, if we fail to sell any additional places we guarantee to run the course just for you.

How much does U-Choose Training cost?

U-choose costs the same as our normal open courses i.e. the normal delegate rate. This includes lunch and refreshments throughout the day, framed certification and comprehensive training notes. A U-Choose booking can only be confirmed once we receive payment which can be made via credit/debit card, BACS or cheque. Payment is due at least 4 weeks before the date you request. Please note to be eligible for U-Choose you must book a minimum of 2 delegates on the same course & date.