Excellent Customer Service

Introduction
First class customer service is recognised as a major factor in achieving business success. This workshop focuses on identifying the areas that help and hinder excellent customer service. Individuals will be given the opportunity to develop positive strategies to improve their customer service.

Course Content

• What is customer service?
• Your experience of receiving excellent and poor service
• The benefits of delivering excellent customer service:
  • To the organization
  • To the team
  • To the department
  • To You
  • Your key customers
• Your customers' expectations of you and your organisation?
• How customers evaluate the service they receive
• The importance of first impressions
• Delivering excellent customer service over the telephone
• Managing customers' expectations
• Managing complaints
• Handling difficult or angry customers
• Tracking and measuring customer satisfaction
• Action Planning

There will be a high level of group and individual participation including syndicate workshops and group discussions together with the use of a training video.

Suitability

Those individuals who have direct contact with customers, both internal and external, who need the skills in order to provide excellent customer service.
This course outline can be adapted to meet the needs of an organisation, department or team. Details and prices are available on request.

Assessment

No formal assessment.
Candidates will receive a City College Coventry Certificate of Attendance

Duration

1 day (9:30am - 4:30pm)
Course notes and / or manuals are provided

Progression

• Effective Communication Skills
• The Professional receptionist