Achieving Customer Service Excellence

Focus on Training

Course

Online

£ 295 + VAT

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Description

  • Type

    Course

  • Methodology

    Online

This one-day training course enables delegates to understand the vital importance of customer service to any organisation and assists them to provide exceptional customer service, either themselves or through the actions of their staff. Target Audience Anyone who either directly comes into contact with customers, both face-to-face and on the phone, or who manages people who do. Class sizes Maximum class size for Customer Service Excellence courses is 10 delegates, which ensures that attendees get adequate time for personal attention from the instructor. At some of our centres, the maximum class size is 12 delegates. What happens on the day Dress code is smart casual.   Refreshments and a free buffet lunch will be provided, but please note that, as a training company who relies on caterers, we are unable to reliably provide for differing dietary requirements, so if you are in any doubt then please bring your own.   The timetable is as follows: 9:15: - Arrival time9:30: - Training starts11:00: - Mid-morning break1:00: - Lunch break (one hour)3:15: - Mid-afternoon break4:30: - Wrap up Note: break times can vary according to the needs of the training, and course duration for smaller class sizes can be shorter because fewer delegates have fewer questions ! What you get You get a free workbook, so you can review and revise afterwards to reinforce your knowledge. With all Customer Service courses, you are also given 14-day access to free eLearning revision which will further help you to reinforce the lessons you have learned. Every delegate on a Achieving Customer Service Excellence course also gets a Training Attendance Certificate.   Learning Objectives You will learn What is Customer Service?Who Are Your Customers?How to Meet ExpectationsCustomer Service StandardsEffective CommunicationTelephone TechniquesHow to Deal with ChallengesHow to Deal with Difficult PeopleProblem Solving  Eliminating Customer Service Problems

About this course

No previous customer service experience is required

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Subjects

  • Communication Training
  • Customer Service
  • Conflict

Course programme

Module 1

Introduction and Course Overview

Module 2

What is Customer Service?

Learning outcomes

Define your understanding of customer service and what customer service beliefs and expectations are.

Topics covered
  • What is Customer Service?
  • Why is it Important?
  • Whats in it for Me?
  • Customer Service Beliefs
Module 3

Who Are Your Customers?

Learning outcomes

Identify who your customers are, and whether each is internal or external.

Topics covered
  • Internal Customers
  • External Customers
  • Customer Needs
Module 4

Understanding Customer Needs and Expectations

Learning outcomes

Understand what is important to your customer, their expectations and what else can you offer them.

Topics covered
  • Types of Expectations
  • Meeting Expectations
  • Exceeding Expectations
  • First Impressions Exercise
Module 5

Standards

Learning outcomes

Know the standards set by your organisation for dealing with customers in a variety of settings. Decide how you exceed customers' expectations.

Topics covered
  • Telephone Handling
  • Appearance of Facilities
  • Appearance of Self
  • Face to Face Contact
Module 6

Communication

Learning outcomes

Understand what communication is , what barriers there are and how to overcome them. Know how to use active listening techniques effectively..

Topics covered
  • What is Communication?
  • Barriers to Communication
  • Removing Communication Barriers
  • Active Listening
  • Listening Quiz
Module 7

Telephone Techniques

Learning outcomes

Learn about good telephone technique, transferring telephone calls, putting callers on hold, using appropriate language and taking accurate messages.

Topics covered
  • Tips for a Good Telephone Technique
  • Dos and Donts of the Telephone
  • Exercise � Taking a Message
  • Telephone Message Prompt Form
Module 8

Managing Conflict in Customer Situations

Learning outcomes

Acquire methods of dealing with challenging customers, identifying what causes conflict, preventing it and knowing how to respond appropriately.

Topics covered
  • Causes of Conflict
  • Levels of Conflict
  • Responding to Conflict
  • Preventing Conflict
  • Resolving Conflict
Module 9

Dealing With Challenges

Learning outcomes

Understand how to respond professionally and appropriately to a range difficult situations.

Topics covered
  • Handling Difficult Situations
  • Assertiveness & Compromise
Module 10

Dealing with Difficult People

Learning outcomes

Recognise when to use different methods to deal appropriately with difficult personalities.

Topics covered
  • A Process Guide to Dealing with Difficult People
Module 11

Seven Steps to Customer Problem Solving

Learning outcomes

Learn how to resolve customer problems using a seven step process.

Topics covered
  • Problem Situations
Module 12

The Recovery Process

Learning outcomes

Understand how to solve customer service problems once they've been identified and recognise the need for flexibility.

Topics covered
  • Six Steps to Recovery
Module 13

Eliminating Customer Service Problems

Learning outcomes

Learn about how to use a series of 'inspection and analysis tools' to address customer service issues.

Topics covered
  • Inspection and Analysis Tools
  • Critical Evaluation
  • Informal Surveys
  • Focus Groups
  • Nominal Group Technique (NGT)
  • Cause and Effect or Root Cause (Fish Bone)
  • Brainstorming
  • Benchmarking
Module 14

Doing Your Part

Learning outcomes

Recognise how to develop and maintain relationships, understand communications styles and the impact of your own behaviour.

Topics covered
  • Developing and Maintaining Relationships
  • The Likeability Factor
  • How to Feel Powerful in Your Position
  • Positive Language Exercise
Module 15

A Personal Action Plan

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Achieving Customer Service Excellence

£ 295 + VAT

The best Customer Management courses

See all

See all