Customer Service Excellence
Course Aims:
Pleasing customers is crucial to the success of any business and this course is designed to equip front line staff with the essentials of providing exceptional customer service.
Course Objectives:
At the end of this course delegates will be able to:
- Recognise the factors which contribute to exceptional customer service.
- Identify and meet customer expectations.
- Apply effective questioning and listening techniques.
- Handle difficult situations.
- Behave in a ‘customer focused’ manner.
Duration/Location:
- 1 day/In house or consultant facilitated virtual course / online training session(s)
Course Contents:
- What do customers really need/expect?
- Achieving customer satisfaction ‘plus’
- Making the difference
- How do we communicate?
- Essential communication skills
- Building rapport
- Listening and understanding
- Gathering and passing on information
- How we are judged
- Positive thinking – positive behaviour
- Influential body language
- Customer focused behaviour
- Aggressive, passive and assertive behaviour
- Rights and responsibilities
- Demonstrating confidence
- Speaking without offending
- Listening to others’ points of view
- Calming people down
- Dealing with complaints
- Case studies and role play
- Transferring learning back to the workplace
Courses
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