Employers and Manufacturers Association (EMA) Northern - Customer Service - An Introduction (Webinar)

Customer Service - An Introduction (Webinar)

Understand how to make good customer service great

Who’s this course for?
If you are new to customer service, need a quick refresher or want to re-energise your customer service team, this snappy 90-minute, interactive webinar is the answer.

What’s included?

  • How to project lasting first impressions, and how important they are to the customer service experience
  • Professional telephone etiquette and how to project a professional, confident image over the phone
  • Why it’s not what you say, but how you say it, that counts
  • Dealing with the difficult customers, defusing situations and handling complaints.

What you’ll learn:

Great customer service is the foundation of success in business. This introductory webinar reinforces the importance of delivering exceptional service to ensure that your customers return again and again.

As part of the Customer Service Master Suite, Customer Service - An Introduction covers the essential skills needed to deliver service that delights customers and wins repeat business. You’ll learn how to spot where customer service is going off the rails, how to deal with difficult customers and how to handle complaints in ways that win people over into advocates of your organisation.

For anyone who wants to improve their service, or the service of their organisation, this webinar is a great first step.

After, you’ll be able to…

  • Understand the fundamentals of customer service, and what makes good customer service great
  • Project a more confident and professional customer-service style that will wow your customers and your colleagues
  • Deal more proficiently with complaints, service lapses and difficult customers.


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