Customer Service Skills

Customer Service is often the aspect of the buyer or participant's journey - how have they experienced the before, during and after of the product or service?

Customer service skills are a valuable set of tools which can easily be transferred across companies and industries. It is the vital support you offer your customers before, during and after they buy and use your products or services. With so much competition in every industry sector, this can be the real difference you make in the customers’ journey and ensures that your organisations brand reputation encourages outstanding reviews, repeat business and referrals.

Customers can be internal and external to your organisation, both are equally as inmportant. Why is this the case? What is the potential impact of a negative customer experience?

What are these key aspects, many of which you will almost certainly have and what areas of customer service are you unfamiliar with or need to develop?

We will be covering tips and techniques when:

• Listening to customers' questions and concerns and provide answers or responses.
• Providing information about products and services.
• Taking orders, calculating charges, and processing billing or payments.
• Reviewing customer accounts and maki9ng changes, if necessary.
• Handling returns or complaints.

We will also be looking at the soft skills and behaviours needed to offer outstanding customer service to your customers

Webinars are delivered via Microsoft Teams.

For new customers, we recommend that you have an appointment with a National Careers Service adviser before the webinar takes place.

In the appointment the careers adviser will help you to:

• explore different careers and options
• review your strengths, skills and develop your career goals
• plan your next steps
• make the best use of high-quality, career-related tools
• understand the local job market
• access learning, training, apprenticeship and employment opportunities, including making applications
• develop your CV, interview skills and job searching techniques
• implement your plan of action.

By giving us your personal information you are consenting to be contacted by telephone or email by the National Careers Service to arrange an appointment with a careers adviser prior to the webinar.

Customers' information is collected so that the Department for Education can carry out its functions, information will be handled in accordance with the principles and laws of data protection and at no time will it be used for purposes that are not related to the delivery of careers advice by the National Careers Service. For further details of how customer data is used, please view the privacy policy on the National Careers Service website; https://nationalcareers.service.gov.uk/help/privacy-and-cookies (or at bit.ly/NcsPrivacy2)

What else do I need to know?

There may be other participants in the session, so you must take care not to reveal any of your personal data at any time. Our recommendation is that you do not supply, verbally or on screen, your full name, email address, telephone number or any other information which could identify you to other participants on the call. You must not share such data, to safeguard your interests and so that you do not make yourself vulnerable to any malicious activity. Some presentations may be recorded for training purposes.

You will be sent the link to this webinar afew days before the event.