On-line training course catalogue
Delivering Customer Service Excellence
Type of course: Classroom
| Fee | £350 |
|---|---|
| Days | 1 |
| Course code | PDDCSE |
| Location | Aug | Sep | Oct | Nov | Dec | Jan |
|---|---|---|---|---|---|---|
| Altrincham Manchester | |- | |- | |6 | |- | |1 | |- |
| Leeds Yorkshire | |- | |25 | |- | |10 | |- | |16 |
| London King William Street | |- | |29 | |- | |5 | |15 | |- |
| Malmesbury Wiltshire | |- | |- | |28 | |- | |- | |- |
Booking: click a course date | View location: click location name | Print this page | Download as Word document |
Overview
The ability to deliver a service that will ‘delight your customers every time’ will help to give your company a vital competitive edge. However, if the image of the organisation is to be enhanced, then individuals will have to meet the challenge of providing the best customer service available; and that usually requires improvements to the service customers presently receive.
This course is designed to help participants develop strategies that will enable them to meet the challenge of consistently providing the best customer service available.
Anyone who deals with external customers face to face and over the telephone will benefit from attending this course.
Delegates will learn how to
- explore the importance of customer care and know how to develop a customer care charter
- identify what makes customer care count and set personal customer care goals
- solve problems on behalf of your customers and know how to handle complaints effectively
- enhance communication skills which will enable you to achieve the results you want
- develop strategies for measuring customer satisfaction and identify ways of implementing change in response to customer needs
Outline
- Establish personal objectives for the course
- Who are our customers?
- Moving from an Us focus to a Customer focus
- Customers reaction to service
- Structuring a conversation with a customer
- Levels of communication
- Questioning skills
- Listening skills
- Gaining insight
- Projecting a positive, take action, attitude
- Using appropriate language
- The transactional analysis model
- Dealing with customer complaints
- Developing a customer service policy
- Completion of a personal action plan
Related courses
- Assertiveness skills
- Communicating effectively
- Conflict resolution
- Customer care via e-mail
- Customer care over the telephone
- Dealing with challenging customers
- Image for impact
- Influencing skills
Link to this page: http://www.xpertise.co.uk/PDDCSE
Xpertise – Delivering Customer Service Excellence training courses
Xpertise provides Delivering Customer Service Excellence training courses from 7 UK locations: in Altrincham Manchester, Hinckley East Midlands, Leeds Yorkshire, London King William Street, Maidenhead Berkshire, Malmesbury Wiltshire and Washington Tyne & Wear – and at 44 partner locations nationwide.
Xpertise Training reserves the right to improve the specification and format of its courses for the benefit of its customers without notice to the customer.