Exceptional Customer Service

"I can recommend Bryan without hesitation as the most effective trainer I have worked with during my 30 odd years in HR/Personnel management. Our continuing engagement of his services is a testament itself" - H.R. DIRECTOR

ABC Training Solutions come to you!

We do not deliver PUBLIC courses. We come to your company's premises to deliver courses for 1 to 8 (or more) delegates in topics such as supervisory skills, management skills, leadership development, exceptional customer service, telephone techniques, recruitment interviewing, coaching skills, train the trainer, time management, performance management, asssertiveness, appraisal skills, presentation skills and receptionist skills. All you need to do is provide a room to deliver the training.Exceptional Customer Service

Introduction

In today’s increasingly competitive markets, delivering exceptional customer service (‘delighting’ customers and clients, rather than satisfying) is increasingly important to differentiate you and your competitors.

Type of Training Course

In - house at your premises for up to 10 delegates. We travel nationwide.

Duration

1 day

Who Should Attend?

All staff who directly come into contact with customers and clients, both face-to-face or on the phone. The training course content below can be honed to suit staff in Contact Centre support.

This training course has also been used for promoting the development of internal customer care e.g. for I.T. Help Desk Advisors.

Training Course Content

• The 3 Principles of superior customer service - ‘Delighting rather than satisfying’; ‘People buy people’; ‘First (and last) impressions count’
• Examples of exceptional customer service.
• Consequences of poor service.
• How Good a Superior Service Provider Am I? Questionnaire - a 16 point checklist of personal behaviour that differentiates the ‘Customer Delighters’ from the ‘Customer Satisfiers’
• Nature of communication - what it is and why it goes wrong
• Importance of ‘first impressions’, as viewed from the customer’s standpoint.
• Giving customers the wrong impression.
• Putting yourself in the customer’s shoes.
• Factors of good and bad communication on the telephone.
• Listening versus hearing.
• Active listening skills on the phone.
• Factors of voice that add and detract from the message and image being portrayed.
• Differences between assertive, aggressive and passive behaviour
• 3 steps to assertive behaviour to get difficult messages across in tactful, respectful manner.
• Coping with anger and complaining customers.

We can tailor the key objectives to your specific needs. Contact us with your needs.

Training Course Features

Delegates will be supplied with full support documentation, supplied in spiral bound format.

A mini exhibition of interpersonal skill books, additional handouts and ‘hints and tips’ sheets will be provided in the training room, for delegates to visit during ‘down-time’ e.g. at breaks; finishing an exercise before others.

Prior to delivery of the customer service training course, we would host a telephone meeting with you to establish the nature of the delegate’s roles, their strengths and development areas and any areas of the course you would like us to emphasise.About the Trainer

Bryan Edwards, Founder of ABC Training Solutions Ltd, has over 18 years experience of interpersonal and managerial skills training in commercial and non-commercial organisations. Bryan is a Graduate member of the Chartered Institute of Personnel and Development and has considerable experience in developing customer service staff who are both customer-facing and telephone contact. Bryan personally delivers all the training.

Bryan travels extensively across the U.K. to deliver training, as well as delivering in local areas such as Worcestershire, Warwickshire, Gloucestershire and the West Midlands.