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Going The Extra Mile - Achieving Excellence In Customer Service

in Hemsley Fraser (England)

Classes Course

Place:

London

Price:

£529 + VAT

Duration:

1 Day

Start:

10/12/2008 calendar
See course programme

Requirements:

To gain the maximum benefit from the course, you will be sent an activity to complete which asks you ... see more

Hemsley Fraser

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Course details

Type Course Duration 1 Day

Method / place Contact course provider Classes in London where

Suitability If you already have some experience within a customer service role, either with internal or external customers, and are looking to develop your skills further, then this course is for you. The focus is on how to deliver a consistent quality service by changing the way you think about customer service and changing your behaviour to match the situation.

Requirements	To gain the maximum benefit from the course, you will be sent an activity to complete which asks you to consider current expectations and challenges. This will help you ... see more

Price	£529 + VAT

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Course programme

Going The Extra Mile - Achieving Excellence In Customer Service

Requirements:
To gain the maximum benefit from the course, you will be sent an activity to complete which asks you to consider current expectations and challenges. This will help you set the context of the course and you will be asked to use it on the day as part of the workshop activities.
What is a Differentiated Customer Experience?

Internal and external customer service, and customer service teams

Your impact on the customer experience

Projecting a 'brand' image

Meeting Customer Expectations

Understanding customers' needs and expectations

Why do customers complain?

Barriers to effective communication

Communicating Positively with Customers

The impact of poor listening and questioning

Using information effectively

Giving 'bad news' and saying 'no' constructively

Turning Complaints Into Opportunities

Defusing a difficult situation

Demonstrating empathy - exploring options and alternatives

Balanced behaviour responses

Ensuring Consistent Quality Service

Acting on feedback from customers

Ho- to influence customer loyalty

Improving the brand experience

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Venues and dates


Where	London, 13 Grosvenor Place
When	Start: 10/12/2008 Finish: 10/12/2008 See calendar

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On Hemsley Fraser

Provider description

Hemsley Fraser is a global innovator and leader in learning and people development. We have the confidence to guarantee the success of our work and help organisations and people to succeed and improve through our innovative and robust learning solutions.

With a strong UK, European and North American presence and a global network of over 400 professionals, we bring a comprehensive range of people and organisational development capabilities to clients.

In an increasingly competitive environment where your people are often the key differentiator, you need to think beyond the norm and continually raise the level of talent and skills in the organisation. Hemsley Fraser provides learning and development solutions that help clients to become higher-performing organisations.

We develop learning solutions which:

* Help Airbus to build planes more efficiently at the forefront of technological innovation and the customer experience.
* Enable Norwich Union Life to deliver higher levels of customer satisfaction.
* Ensure that MBDA has an organisation wide learning programme, delivered with measurable effectiveness and efficiency and which directly supports its strategy as a global player in its market.
* Creates a large scale management capability to enable Royal Bank of Scotland Group to deliver operational and customer excellence, as one of the largest banking groups in the world.
* Distinguish West Bromwich Building Society as an award winning high performer in its sector, which has been achieved through the commitment of its people.

Our ability to think beyond learning distinguishes our approach and capability to make breakthrough performance a reality.