Customer Service Impact is an activity-based improvement course, ideal for individuals seeking to build a deeper understanding of the knowledge, skills and expertise required to develop trusted, long-lasting customer relationships and deliver effective customer service.
This certificate course has been designed to support those who face a variety of challenges when delivering customer service across different environments, helping them to develop greater confidence, capability, and consistency in their approach.
Underpinned by The Institute’s Three Service Type Indicators profiling tool, Customer Service Impact enables participants to explore how their perceptions of customers influence service delivery, develop strategies for managing challenging situations, and apply emotional intelligence to achieve positive outcomes.
The course also includes a work-based assignment, enabling delegates to apply learning directly to real workplace situations and demonstrate their understanding in practice. Delegates receive a certificate upon successful completion of the course.
Can be delivered exclusively for your organisation (virtually or in person) or booked via our scheduled open courses – for in house delivery, contact your Client Development Director.
Customer Service Impact is a comprehensive training program designed to equip your employees with the skills and techniques they need to build strong customer relationships and consistently exceed expectations.
| Day 1
| Day 2
- Identify and characterise different customer types
- Understand the concepts involved in a customer’s communication process
- Communicate confidently, empathise and build trust with different customer types
- Understand how their own emotions impact on performance
- Use emotional intelligence as a self-management strategy
- Resolve challenging situations and complaints with confidence
- Maintain their own and the organisation’s credibility in challenging situations
- Adapt and personalise their style and approach with different customer types to achieve good outcomes
We use Zoom as our preferred platform.
A reliable internet connection, a laptop/computer with a microphone and camera; paper and pen for notetaking.
An Academy Learning & Development Consultant. You can see who our experts are here.
Your environment – ensure you are in a comfortable location and remove any distractions. Make sure you have tested your connection to Zoom.
Our courses are only open to members – find out more about becoming a member here.
There may be others attending from other member organisations, presenting an opportunity to network and share thoughts and ideas on the subject.
