Customer Service Excellence
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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.
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Delicious food.
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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.
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Course
In London
Description
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Type
Course
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Location
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Start date
Different dates available
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
Start date
Start date
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.
Reviews
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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.
← | →
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Delicious food.
← | →
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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 rating
Recommended
Centre rating
Andrea Ball
Antoaneta Georgieva
Gemma Marks
This centre's achievements
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
Customer Service Excellence