Service Excellence - Putting the Customer First
Duration 1 dayDeveloping relationships with customers can enhance business growth. The most successful organisations manage the service their staff give to their customers.
Pleasing customers is crucial to the success of any business. Research shows that today customers have higher expectations of how they wish to be treated. It is also proven that customers place high priority on the way they are made to feel. This one-day course has been designed to give delegates the important and necessary skills to give customers excellent customer care and exceed their expectations.
As well as the content listed to the right, there are also two optional modules that can be covered on this already comprehensive course, which are as follows:
Optional Modules:
Dealing with Difficult Customers
Understanding how the customer feels
Diffusing anger and turning complaints into compliments
Assertive Responses
Assertiveness
Aggressive -v- Passive -v- Assertive
Handling Negative Feelings
Course Content
Customer Care Excellence
What customers are really buying
Profile of the Effective Customer Service Person
What is Customer Care?
How are customers made to feel important?
Achieving the competitive edge
Communication - The Key to Positive Customer Care
Listening and Questioning Skills
Getting the Message Across
Customer Care over the Telephone
How to sound professional
Handling Messages
Customer Care in Action
Role-play designed to meet the specific needs of the group
Face to Face Customer Care (optional module)
Positive Thinking
Visualisation
Building Rapport
Personal Action Planning for Self Development
Assertiveness
The course was just the right length; my attention was kept throughout the course. Carolyn is a very good trainer who is interested in delegates own situation
The course was just the right length; my attention was kept throughout the course. Carolyn is a very good trainer who is interested in delegates own situation
Port of Felixstowe
Corporate Telephone Techniques
Very Knoweldgeable. Brought group out of their shell.
Very Knoweldgeable. Brought group out of their shell.
Prospects Training Solutions
Introduction to HR
Very interesting course. I enjoyed discussing some of the case studies and subjects. Carolyn (the trainer) was very informative.
Very interesting course. I enjoyed discussing some of the case studies and subjects. Carolyn (the trainer) was very informative.
Anglia Care Trust