Customer Service Excellence - PROUD Principle® (Online)

Training

Online

£ 90 VAT inc.

Description

  • Type

    Training

  • Level

    Intermediate

  • Methodology

    Online

  • Duration

    1 Day

This 1 Day workshop is designed around the PROUD Principle® which builds into a set of key principles in achieving excellent customer service.

The PROUD Principle® can be applied to any customer situation in any sector, discipline, or profession; it crosses over easily from business to personal use. Through its simplicity and ease of use it can create a unified customer-focused culture and philosophy within an organisation, or used individually to provide a simple and effective customer service framework.

About this course

The PROUD Principle® instils positive behaviours and provides a simple framework and customer service philosophy to achieve a consistent, excellent customer service experience from start to finish.

By the end of the workshop, participants will:

Be able to engage professionally when speaking with customers. Develop skills in identifying a customers needs and handling their enquiries effectively.
Learn to listen effectively, ask questions and summarise to respond fully to a customer request.
Have a set of workable tools to utilise in their work.
Feel confident in providing exceptional customer service.

By the end of the workshop, participants will:

• Be able to engage professionally when speaking with customers
• Develop skills in identifying a customers’ needs and handling their enquiries effectively
• Learn to listen effectively, ask questions and summarise to respond fully to a customer request
• Have a set of workable tools to utilise in their work;
• Feel confident in providing exceptional customer service.

All levels and disciplines in the organisation who deal with customer service/focus situations.

No prior experience of Customer service knowledge or skills required. You will need a reliable internet connection.

Participants will receive a 'Certificate of Attendance' from PMR Training and Development.

The PROUD Principle is a unique, yet simple concept that captures the essence of a complete customer service focused ethos, methodology and philosophy.

On receiving your request we will contact you by email with the relevant information and contact details needed. We will, at your request, be happy to call you and discuss further if needed.

We use Cisco Webex - as we find this to be a more stable, secure and quality system. From a users perspective, it has the same functionality as Zoom, MS Teams, Google Meet, etc, so if you are familiar with those systems then it will not cause you any problems.

Our online courses are highly interactive, with engaging content utilising online applications and tools with active slides, interactive whiteboards, breakout rooms. All of our exercises case-studies are online with editable pages, accessed directly through links on the course. These can reviewed on the course directly through shared screens and feedback given immediately. (No printing needed - and no paper waste!) we provide practical examples, and targeted video clips; as well as group discussions around the topic areas to ensure learning. We ensure that we provide adequate rest/comfort breaks throughout the day. (Most of our delegates comment on how quickly the day passes!)

This will be explained in the initial email once we receive your request.

As an environmental conscious organisation - all our materials are provided electronically in Pdf format via an online link. This includes: Course Manual; Powerpoint Slides used on the course; and copies of associated exercises, case-studies, etc.

Questions & Answers

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Reviews

Subjects

  • Customer Service
  • Communication Skills
  • Interpersonal Communication
  • Questionning skills
  • Feedback
  • Confidence Training
  • Assertive Behaviour
  • Customer relationship
  • Customer satisfaction
  • Positive Behaviour
  • Emotional Intelligence

Teachers and trainers (1)

John Smart

John Smart

Director

John holds a MA in Human Resource Development, is a Fellow of the Chartered Management Institute (FCMI), Fellow of the Institute of Leadership and Management (FInstLM), Incorporated Engineer and Member of the Institution of Engineering Technology (IEng MIET). He is a qualified Executive Coach and Leadership Mentor, and Member of the Association for Coaching (MAC), as well as a qualified Psychometric and Occupational Assessor. He has held senior management positions gained in Consultancy, SMEs and FTSE 100 companies, within a diverse array of industries.

Course programme

This is a 1 day online/remote programme. The day will comprise of 4 sessions with adequate rest/comfort breaks built in. This highly interactive programme utilises engaging online applications and tools with active slides, whiteboards, breakout rooms, exercises, case-studies, practical examples, and associated video clips; as well as group discussions around the topic areas to ensure learning.


Workshop Overview

The following topics will be covered on the workshop:

· Proud Principle® – Customer Excellence Service Model
- Overview of the model

· Defining the Customer
- Internal / External

· First impressions count:
- projecting the right image (language, voice and non-verbal messages)
- building and maintaining rapport

· Understanding the importance of Perception & Expectation

· Developing key interpersonal skills in customer service
- Active Listening & Using Powerful questions

· Proud Principle® – Customer Excellence Service Model
- Using the PROUD Principle®

· How to handle difficult customers

· Dealing with challenging requests

Embedding a PROUD Principle® Customer culture in the organisation

Additional information

Fee includes: electronic pdf training manual and materials.

Customer Service Excellence - PROUD Principle® (Online)

£ 90 VAT inc.