Customer Service Excellence

This course provides ways to add value to customer relationships, exceed customer expectations and protect companies’ brand by delivering outstanding customer service. 

Customer service is at the heart of many roles in a wide range of organisations. As consumers, we have all experienced customer service, and our experiences can be a key factor in our purchasing decisions. The ability to provide outstanding customer service is a real skill which needs nurturing to ensure that the passion for customer service is maintained.

Aimed at:

• Individuals wishing to improve their customer service skills, for both internal and external customers, and employers seeking to raise their customer care standards.

Objectives:

• To adopt a consistent, professional communication style when dealing with customers
• To develop skills in engaging with customers and handling their enquiries effectively
• To identify ways to add value to customer relationships to exceed their expectations
• To understand how to turn customer service disappointment into a positive experience
• To understand the regulatory and legislative frameworks governing customer service

This course will cover:

• What is customer service and why it is important
• Customer service skills and customer expectations
• Customer service principles and standards
• Understanding who your customers are Customer service is at the heart of many roles in a wide range of organisations. As consumers, we have all experienced customer service, and our experiences can be a key factor in our purchasing decisions. The ability to provide outstanding customer service is a real skill which needs nurturing to ensure that the passion for customer service is maintained.

This course provides ways to add value to customer relationships, exceed customer expectations and protect companies’ brand by delivering outstanding customer service

Aimed at:

• Individuals wishing to improve their customer service skills, for both internal and external customers, and employers seeking to raise their customer care standards.

Objectives:

• To adopt a consistent, professional communication style when dealing with customers
• To develop skills in engaging with customers and handling their enquiries effectively
• To identify ways to add value to customer relationships to exceed their expectations
• To understand how to turn customer service disappointment into a positive experience
• To understand the regulatory and legislative frameworks governing customer service

This course will cover:

• What is customer service and why it is important
• Customer service skills and customer expectations
• Customer service principles and standards
• Understanding who your customers are
• Quality assurance
• Models of stakeholder management
• Regulators and the legislative framework
• Customer service satisfaction
• Customer complaints, difficult customers and conflicts

Impact for employees:

• Increased knowledge of outstanding customer service
• Develop an understanding of the importance of quality assurance
• Develop an understanding of the knowledge, skills and behaviours of outstanding customer service
• Understanding of stakeholder management
• Improved knowledge of regulators and legislation which impacts on customer service roles
• Understanding of how to handle complaints and to deal with difficult customers
• Understanding customer satisfaction

Impact for employers:

• Drive and sustain business growth through improved customer experience
• Protect your brand by delivering customer service excellence and reducing poor feedback
• An upskilled workforce with the skills and knowledge to achieve outstanding customer service
• Develop a happier and more effective workforce
• Motivate and empower employees
• Benefits of retaining customers and cutting the cost of poor customer service