Customer Service Excellence

STL
4.5
3 reviews
  • It was a delight working with the entire group. It was easy to book the dates we required, the classes were bespoke to our necessities, the coaches were exceptionally learned, proficient however neighborly and the level of client administration we got was great. I would prescribe this organization with no reservations and anticipate working with them later on.
    |
  • Delicious food.
    |
  • The day we arrived, the staff were inviting and there were no postponements in beginning the courses. Booklets and extra hard and delicate duplicate notes were given which implied I could focus on doing the activities and benefit as much as possible from the help accessible when required. I would prescribe to a companion as the courses were extremely helpful.
    |

Course

In London

£ 201-500

Description

  • Start date

    Different dates available

Rated excellent on Trustpilot!

A recent report found that out of six primary reasons for customer loyalty, excellent customer service was second only to the quality of product/service. Achieving and maintaining excellent customer service is essential for any business seeking a competitive edge.

This course is also offered as inhouse. STL may go to your premises or you can visit our venue in London.

Facilities

Location

Start date

London
See map
12 Bloomsbury Square, WC1A 2LP

Start date

Different dates availableEnrolment now open
London
See map
2nd Floor, Cruising Association House 1 Northey Street, E14 8BT

Start date

Different dates availableEnrolment now open

About this course

By the end of this course you will be able to:
Appreciate your interactions at a customer and organisational level
Understand how customer care works and ways to apply to your customer
Take ownership and manage customer expectations
Confidently deal with challenging situations and customers
Discover the benefits of a positive mental attitude
Communicate authentically and with confidence
Interpret both verbal and non-verbal cues
Broaden your communication tool set to improve rapport and influencing skills
Examine methods of building rapport and changing attitude and perception through communication tools
Determine the appropriate method of communication

Ideal for those with a background in, or are new to sales and customer service related roles. Professionals looking to refresh and update their understanding of latest customer service trends/best practice.

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Reviews

4.5
excellent
  • It was a delight working with the entire group. It was easy to book the dates we required, the classes were bespoke to our necessities, the coaches were exceptionally learned, proficient however neighborly and the level of client administration we got was great. I would prescribe this organization with no reservations and anticipate working with them later on.
    |
  • Delicious food.
    |
  • The day we arrived, the staff were inviting and there were no postponements in beginning the courses. Booklets and extra hard and delicate duplicate notes were given which implied I could focus on doing the activities and benefit as much as possible from the help accessible when required. I would prescribe to a companion as the courses were extremely helpful.
    |
100%
4.3
fantastic

Course rating

Recommended

Centre rating

Andrea Ball

4.5
17/05/2014
What I would highlight: It was a delight working with the entire group. It was easy to book the dates we required, the classes were bespoke to our necessities, the coaches were exceptionally learned, proficient however neighborly and the level of client administration we got was great. I would prescribe this organization with no reservations and anticipate working with them later on.
What could be improved: Nothing.
Would you recommend this course?: Yes

Antoaneta Georgieva

4.5
01/05/2014
What I would highlight: Delicious food.
What could be improved: No negative aspects.
Would you recommend this course?: Yes

Gemma Marks

4.5
29/04/2014
What I would highlight: The day we arrived, the staff were inviting and there were no postponements in beginning the courses. Booklets and extra hard and delicate duplicate notes were given which implied I could focus on doing the activities and benefit as much as possible from the help accessible when required. I would prescribe to a companion as the courses were extremely helpful.
What could be improved: Everything OK.
Would you recommend this course?: Yes
*All reviews collected by Emagister & iAgora have been verified

This centre's achievements

2017

All courses are up to date

The average rating is higher than 3.7

More than 50 reviews in the last 12 months

This centre has featured on Emagister for 7 years

Subjects

  • Customer Service
  • Communication Training
  • Managing Customer Expectations
  • Communication Breakdown
  • Positive Mental Attitude
  • Being proactive
  • Powerful communicator
  • Customer interaction
  • Assertion Training
  • Body Language
  • Tone of voice
  • Style of language

Course programme

Managing Customer Expectations

Customer profiles and their expectations
Understanding customer perception

Customer service and it's impact to business

What is customer service?
The customer journey
Improving customer satisfaction
Benefits to the business from excellent customer service

Communication breakdown

Typical customer issue scenarios
Importance of ownership
The top 3 tools to rebuild communication and trust

Positive mental attitude

Being proactive
Self awareness and influence on others
Emotional intelligence

Be a powerful communicator

Tone of voice
Body language
Active listening
Being authentic and building rapport
Style of language
Types of communication

Planning a customer interaction

Set the purpose and allocate time
Ensure sufficient research and solutions are in place

Being calm under pressure

Personality types
Ownership of our actions
Knowing how to be assertive but not aggressive
Developing coping strategies

Key course takeaways and agreed next steps

Role play scenarios
Examples of excellent customer service, turnarounds
Personal plan of action

Additional information

We include hot restaurant lunch in all training courses. In addition to that, our courses are never cancelled.

Customer Service Excellence

£ 201-500