Customer Service Excellence Training Course

This course will investigate what good customer service is, how you define it and what you can do to deliver exceptional customer service. They are the most important thing to any business and looking after them is paramount.

This session looks at what any individual can do to provide exceptional customer service.

By the end of the session, attendees will have:

• Enhanced your self awareness of customer service skills
• A greater understanding of customer expectations, perceptions and needs
• Learnt techniques and structures to consistently deliver exceptional customer services
• Increased your confidence and communication skills
• Started the process of considering customer service strategies to apply with your own customers

Course Content

• World Class Customer Service
• Service Expectations
• Communication Skills
• Behaviour to demonstrate to customers
• Dealing with complaints effectively

Course Benefits

• Build strong relationships with customers
• Retain existing customers and attract new ones
• Make more sales.

Who should Attend

Anyone who interacts with an organisations customers or clients.

Session Breakdown

What is 'World Class' Customer Service?

• What does world class customer service look like
• Who is currently delivering world class service and what can we learn

Service Expectations

• What do our customers expect and why
• What happens if we fall short of expectations

Communication Skills

• What are the skills that are necessary to deliver world class service
• Questioning, listening and building rapport with customers

Your Behaviour With Customers

• Understanding how your behaviour can impact on your relationship with the customer
• Using and Demonstrating empathy with customers