Achieving Excellence in Customer Service

Course review:

This one day course aims to help delegates to explore the concept of excellent customer service and how that differs from acceptable or poor service. It is an intense, powerful and interactive course designed to encourage delegates to question their own behaviours and to consider how they can change for the better.

Objectives

By the end of this course delegates will be able to;

Understand the importance of creating the right impression

Understand customer perceptions and communication

Identify listening and questioning techniques

Demonstrate verbal and non verbal communication techniques

Develop a positive outlook

Deal effectively with complaints and aggressive customers

Course content

Below is an overview of the topics that are covered. (Please note that if this course is delivered on an in-house basis, the content can be tailored to meet your specific requirements and address any issues you may have.

Generating commitment

Creating a positive image.

Getting the message across

Problem solving & negotiating skills

Dealing with difficult situations

Sustaining a customer service focus.

Increasing customer loyalty

Outcomes

Each delegate will receive detailed developmental feedback from both colleagues and facilitator and will be asked to complete a personal action plan to identify key changes to implement and skills to practice.