Customer Service Excellence

For customer-facing front-line and support staff, whose actions can have a significant impact on their company's reputation and success.

The key principles, attitudes and skills essential for delivering an excellent customer experience, to gain, maintain and grow existing relationships.

• Knowledge of how to create a positively memorable service experience

• Ways to manage customers' expectations and where possible to exceed them

• A recognition of the significance of good and bad service on customers' loyalty, and your company's reputation

• The ability to turn around customer complaints and dissatisfaction

• A framework for saying 'no' constructively, and giving 'bad' news

• Meeting and exceeding customers' expectations

• The service balance: competence and care

• Building customer relationships and loyalty

• The internal customer service links

• Projecting a professional image face-to-face, on the phone and email

• Customer service behavioural styles and their consequences

• The ENQUIRE model for handling complaints

• Best practice for saying 'no' constructively, and giving bad news

All of our courses are worth 6 hours of CPD per day.