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Training Course Summary:

Companies that offer differentiated, reliable and customer-friendly service have a distinct competitive advantage. Customers have become more demanding - no longer do they choose speed, quality or price - now they expect all three. This one day course equips you with the skills to deliver consistent service excellence at every customer 'touchpoint', handle difficult situations and achieve increased customer satisfaction and loyalty. The key to customer handling is practice, so you will be encouraged to use real life examples from your place of work.

By the end of this course you will be able to:

Understand your role in achieving a differentiated branded customer experience.
Understand how to shape and deliver your customers’ expectations.
Identify the relationship between effective communication and customer loyalty.
Handle customer complaints and objections successfully, using new tools, tips and techniques.
Maintain a positive, customer-focused attitude, even in challenging situations.
Deliver consistent service excellence at every customer 'touchpoint'.
Recognise the need to continuously evaluate and raise customer service standards and levels.

Who Should Attend:

Suitable for those who have some experience within a customer service role, either to internal or external customers, and are looking to develop their skills to deliver a consistent quality service.

Training Course Overview/Content:

What is a Differentiated Customer Experience?

Internal and external customer service and customer service teams
Your impact on the customer experience
Projecting a 'brand' image
Meeting Customer Expectations

Understanding customers' needs and expectations
Identifying expectations that generate loyalty
Why do customers complain?
Barriers to effective communication
Communicating Positively with Customers

The impact of poor listening and questioning
Using probing questioning techniques to gather information
Using information effectively
Giving 'bad news' and saying 'no' constructively
Turning Complaints Into Opportunities

Defusing a difficult situation
Demonstrating empathy - exploring options and alternatives
Balanced behaviour responses
Ensuring Consistent Quality Service

Acting on feedback from customers
How to influence customer loyalty
Improving the brand experience
Retaining your customers