Delivering Excellent Customer Service

Delivering Excellent Customer Service

Learn to excel in customer service by mastering the dos and don'ts, refining communication skills, and adeptly handling challenging situations with empathy and composure.

What will I learn?

Delivering excellent customer service is crucial to survival in today’s competitive marketplace. In fact, this can sometimes be the only difference between you and your competitors. According to a 2023 report, over 50% of customers will switch to a competitor after a single unsatisfactory customer experience.

By the end of the workshop, you will be able to:

• Describe the important part that being customer-focused plays in ensuring the success of your organisation.

• Identify what exceptional customer service looks, sounds and feels like.

• Be clear on your customer brand – what impact do you want to have on your customers? What is the lasting impression you want to leave?

• Recognise how interpersonal skills, attitudes & behaviours impact on our internal and external customers.

• Build and maintain strong relationships to create customer loyalty and satisfaction.

• Know & utilise the skills and techniques to deliver exceptional customer service.

This course is ideal for anyone who’s role relies on liaising with internal or external customers.

Full Course Content

What is Excellent Customer Service?

• The dos and don’ts of customer service.

• What elevates service to ‘excellent’ and how this aligns with your company’s vision and values.

• Who are your customers? – defining who these are, both internal & external.

Your Customer Service Brand

• Establishing what level of service you would like to offer.

• What would you like customers to say about you?

The Part You Play

• How attitude and behaviour can impact customers positively and negatively.

• Channels of communication.

Managing Customer Expectations

• Understanding customer service expectation levels for your organisation and measuring yourself against these.

• Where are your strengths & development areas?

Customer Care

• How to build trust and loyalty through creating a positive experience.

• Communication Skills

• Questioning

• Listening

• Positive Phraseology

• Problem Solving

Flexing Your Style to Deliver the Best Service

• Exploration of different Communication Styles, how to flex these to engage with the customer more and leave them satisfied.

• Dealing with customers with additional requirements.

Dealing with “Difficult” Customers

• What makes a ‘difficult’ customer?

• Putting yourself in their shoes – looking at things from different perspectives.

• Curiosity to combat conflict – dealing with & resolving situations.

• Managing your state in the moment – techniques to help keep you calm and think clearly.