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Customer Service Excellence

Course summary
Length: 1 day
Language: English
Location: Nationwide
Course home page: Link
Provider: STL plus
Course type: Company-Specific / In-House

Customer Service Excellence

Courses never cancelled. Last minute rescheduling. 24 month delegate support forum. And more... By the end of this course you will be able to:; Appreciate your interactions at a customer and organisational level; Understand how customer care works and ways to apply to your customer; Take ownership and manage customer expectations; Confidently deal with challenging situations and customers; Discover the benefits of a positive mental attitude; Communicate authentically and with confidence; Interpret both verbal and non-verbal cues; Broaden your communication tool set to improve rapport and influencing skills; Examine methods of building rapport and changing attitude and perception through communication tools; Determine the appropriate method of communication

Suitability - Who should attend?

Ideal for those with a background in, or are new to sales and customer service related roles. Professionals looking to refresh and update their understanding of latest customer service trends/best practice.

Training Course Content

Managing Customer Expectations

Customer profiles and their expectations
Understanding customer perception

Customer service and it's impact to business

What is customer service?
The customer journey
Improving customer satisfaction
Benefits to the business from excellent customer service

Communication breakdown

Typical customer issue scenarios
Importance of ownership
The top 3 tools to rebuild communication and trust

Positive mental attitude

Being proactive
Self awareness and influence on others
Emotional intelligence

Be a powerful communicator

Tone of voice
Body language
Active listening
Being authentic and building rapport
Style of language
Types of communication

Planning a customer interaction

Set the purpose and allocate time
Ensure sufficient research and solutions are in place

Being calm under pressure

Personality types
Ownership of our actions
Knowing how to be assertive but not aggressive
Developing coping strategies

Key course takeaways and agreed next steps

Role play scenarios
Examples of excellent customer service, turnarounds
Personal plan of action


Prices from £1800. Promotional rates often available the further ahead you book. Contact us for quote.

Provider: STL

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Contact information for STL


Greater London
STL, 2nd Floor, Cruising Association House
E14 8BT 1 Northey Street

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