Customer Service Excellence
- 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
- Appreciate your interactions at a customer and organisational level
What to expect
- Courses never cancelled .
- Restaurant lunch .
- Last minute rescheduling .
- 24 month delegate support forum .
- And more... .
Upcoming start dates
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 expectationsUnderstanding 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 scenariosImportance of ownership
The top 3 tools to rebuild communication and trust
Positive mental attitude
Being proactiveSelf awareness and influence on others
Emotional intelligence
Be a powerful communicator
Tone of voiceBody language
Active listening
Being authentic and building rapport
Style of language
Types of communication
Planning a customer interaction
Set the purpose and allocate timeEnsure sufficient research and solutions are in place
Being calm under pressure
Personality typesOwnership of our actions
Knowing how to be assertive but not aggressive
Developing coping strategies
Key course takeaways and agreed next steps
Role play scenariosExamples of excellent customer service, turnarounds
Personal plan of action
Expenses
List price £650, promotional rates available. STL are the only company to offer a dynamic pricing and availability model, updated live on our site, daily on this portal. Closed group training options available (at your offices, UK wide/International or our London Venues). Contact us below.
Request information - obligation free
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Reviews by course attendees
Average rating 4.9
I’ll think about it and get back to you later on (time for things to sink on)!
Overall a wonderful course put together and very well thought of with an enthusiastic and kind trainer. Maybe have a practice call or practical exam and get personal improvement...
STL
Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...
Most useful topic: USP’s. Understanding roadblocks. Asking open questions. Product knowledge