Delivering Customer Service Excellence

In the current economic climate, it is more important than ever to retain loyal customers and encourage them to share positive stories of their experiences with other potential customers.

• Spend more time with your customers as your team develops confidence to deliver exceptional customer experiences under your guidance
• Increase the success of business through customer retention and attracting new customers through word of mouth and other positive feedback
• Apply the skills and techniques explored on this course to gather information about your customers in order to serve them more effectively

Managers at all levels who want to deliver improved experiences to both internal and external customers.

What you will learn:

• The purpose of customer service and your role within it
• The benefits of improved customer service
• Your preferred communication style
• Understand your customers and why they are important
• Identify customers’ priorities and expectations
• Encourage and receive customer feedback – the importance of it and acting on it
• Communicate with customers: establishing their ‘reality’
• Build rapport through active listening and questioning
• Develop a more influential style with customers and negotiate effectively to establish positive outcomes
• Communicate value to your customers