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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
Typical customer issue scenarios
Importance of ownership
The top 3 tools to rebuild communication and trust
Positive mental attitude
Self awareness and influence on others
Be a powerful communicator
Tone of voice
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
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.
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