Delivering Customer Service Excellence

This course will inspire delegates to present the right image of their organisation through effective communication and customer care. It will show how to build rapport quickly and effectively through the appropriate use of tone and body language and how to successfully build a customer focus culture. 

Essentially, this is a course that will cause delegates to consider how they can ensure each customer has a good experience and will want to make their organisation a supplier of choice.

Benefits
By the end of this course delegates will be able to:

• Identify and practice 9 essential customer service techniques
• Recognise and use 3 key channels of communication
• List 4 categories of customer and relate them to the business environment
• Demonstrate a positive and professional attitude at work
• Recognise weaknesses in process and procedures
• Communicate more clearly and appropriately in any situation
• Demonstrate assertiveness and exceptional customer focus

Who Should Attend?

• This course is designed to meet the needs of anyone that works with internal or external customers and who needs to develop their customer service skills.

Course Structure 1

• This is a full day open course that is delivered online. Each session is interactive with a good mixture of activity and learning to suit all learning styles and achieve maximum benefit for the learner. It is also a practical course that develops the skills and behaviours that build confidence and assertiveness.

Course Structure 2

• This course is run over three 2 hour sessions spaced a week apart. Each session is interactive with a good mixture of activity and learning to suit all learning styles. Between the sessions, candidates put into practice their learning and share their experiences of their new practice with the trainer and their peers. It is also a practical course that develops the skills and behaviours that build confidence and assertiveness.

Benefits of Attending

• Develop the skills and behaviours that build confidence and assertiveness
• Improve leadership techniques and styles to achieve the required outcome
• Learn from the experiences shared with others during the day