This is a repeating course15th november 2019 9:15 am
To book your course simply click add to cart & checkout
1-day Customer Service Training
Book On Line now
Book On Line Now
Training Course Detials
Customer Service Excellence - COURSE OUTLINE DURATION - This is
Training Course Detials
Customer Service Excellence – COURSE OUTLINE
DURATION – This is a one-day training course structured into 15 modules
This one-day training course enables delegates to understand the vital importance of customer service to any organisation and assists them to provide exceptional customer service, either themselves or through the actions of their staff.
Anyone who either directly comes into contact with customers, both face-to-face and on the phone, or who manages people who do.
WHY CUSTOMER SERVICE TRAINING?
Do you recognise that customer care is the key to a successful, profitable and enjoyable business, yet feel that your company – or people within it – are failing to deliver what is required?
While almost every course we deliver is in response to a perceived problem with the way staff work, your solution will be different because your staff, your environment and your marketplace are unique.
The concept of ‘Customer Care’ is one that is often used without being implemented properly. But if your company lives up to these claims, you will create better customer relationships and a smoother, more efficient and more profitable operation.
To achieve this, we work with you to define your objectives, the way topics need to be covered, and which skills improvements will be most effective.
The result? Customers will be treated properly by staff who understand the importance of their role and how to fulfill it so as to maximise benefit to the company.
- What is Customer Service?
- Why is it Important?
- Whats in it for Me?
- Customer Service Beliefs
- Internal Customers
- External Customers
- Customer Needs
- Types of Expectations
- Meeting Expectations
- Exceeding Expectations
- First Impressions Exercise
- Telephone Handling
- Appearance of Facilities
- Appearance of Self
- Face to Face Contact
- What is Communication?
- Barriers to Communication
- Removing Communication Barriers
- Active Listening
- Listening Quiz
- Tips for a Good Telephone Technique
- Dos and Donts of the Telephone
- Exercise – Taking a Message
- Telephone Message Prompt Form
- Causes of Conflict
- Levels of Conflict
- Responding to Conflict
- Preventing Conflict
- Resolving Conflict
- Handling Difficult Situations
- Assertiveness & Compromise
- A Process Guide to Dealing with Difficult People
- Problem Situations
- Six Steps to Recovery
- Inspection and Analysis Tools
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Nominal Group Technique (NGT)
- Cause and Effect or Root Cause (Fish Bone)
- Developing and Maintaining Relationships
- The Likeability Factor
- How to Feel Powerful in Your Position
- Positive Language Exercise
(Wednesday) 9:30 pm - 4:30 pm GMT
Taylor MasonTraining for the Workplace & Individuals0843 289 1713 PO Box 3125 450 Brook Drive Reading RG1 9RX