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Training Course Summary:

Satisfaction is not good enough - you must delight. Learn all you need to know to exceed customer expectations consistently.

Benefits:


A two-day residential course focusing on service excellence and making you excellent at giving excellent service
Combines 'handling customers professionally' with 'professional telephone techniques' to provide you with a holistic customer service toolkit
Maintain your positivity to deal effectively with customer dissatisfaction
Learn new ways to create a professional image over the phone

Who Should Attend:

Those who manage customer service and individuals with a customer-facing role - whether on the phone or in person. Those who feel their customer service skills could be improved.

Training Course Overview/Content:

Customer service as a necessity rather than a nicety
Identify opportunities to excel
Examples of good and bad service experiences and their consequences
Learn the key impression points
Listen, gain understanding, show empathy and build rapport
Use body language effectively
Deal with challenging situations positively
Manage complaints using the 8 'A's formula
Build an assertive approach to guarantee win / win outcomes
Maintain professionalism
Beware the image wreckers! What not to say
Develop your own personal action plan