Service Excellence

Service Excellence

This comprehensive customer service six hour programme concentrates on making the participants aware of the impact they can have on every internal and external customer.

The participants will be encouraged to “see things from the customer’s perspective” and will be given the skills, knowledge and information to deal with most service situations to achieve a positive outcome. At the end of the programme delegates will be more confident and positive in their role and more aware of how vital every customer is to the success of their organisation.

Course Objectives:

• To understand why customer service is essential
• To understand who our customers are
• To recognise the importance of teamwork
• To appreciate the needs, wants and perceptions of your customers
• To be able to recognise expected service and exceed those expectations – internally and externally
• To understand the importance of first and lasting impressions
• To understand the importance of a positive attitude
• To improve and develop exceptional communication skills
• To appreciate the importance of feedback and make improvements
• To be able to deal with aggressive and negative behaviour
• To deal with complaints effectively
• To deal with change effectively
• To be able to ‘put it all together’ and be able to communicate the message throughout the organisation
• How to deal with complaints effectively