On-line training course catalogue
The Power of Customer Service – an intensive development programme
Type of course: Classroom
| Fee | £1050 less package discount of 17.5% = £866 |
|---|---|
| Days | 3 |
| Course code | PDPCS |
We currently do not have public dates scheduled for this course.
If you have a requirement for this course, please contact us for the latest course information.
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This three-module intensive development programmes is Xpertise’s recommended training path to help organisations improve the quality of their customer service and introduce a stronger customer-centric ethic. It consists of three core modules which represent three individual training days. A range of further elective modules (as indicated at the bottom of this page) allows organisations to provide additional skills to people with specific job roles and responsibilities.
By purchasing this three-module programme, you will be able to select dates from our public schedule whilst benefiting from a special discount. If you choose to book one of the elective modules along with the core recommended modules, you can qualify for bigger discounts. Please note these discounts are not applicable with any other offer or discount structure.
- 3 days booked qualifies for 17.5% discount
- 4 days booked qualifies for 20% discount
- 5 or more days booked qualifies for 25% discount
The Power of Customer Service – Core Modules
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. Module 1 is designed to help participants develop strategies that will enable them to meet the challenge of consistently providing the best customer service available. Clear concise communication is imperative to give a professional image of the organisation. Module 2 is designed to help participants develop a fluent style of writing, to help overcome common difficulties with e-mail writing, and to inspire confidence in producing professional e-mails whilst module 3 examines how we relate to others and identifies ways to improve these relationships and the communication that takes place.
Module 1 – Delivering Customer Service Excellence
By the end of this module you will be able 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
- complete a personal action plan
Module 2 – Customer Care via Email
By the end of this module you will be able to:
- agree what a professional response to an e-mail should look like and contain
- identify your barriers and strengths when communicating via e-mail
- state the importance of using plain English and the Plain English Campaign
- demonstrate a systematic approach to written communication – using the four block structure
- discuss and review the use of appropriate grammar, punctuation and spelling
- practise avoiding the use of too many words, clichés and jargon
- identify the effectiveness of using positive language and powerful words and phrases
- examine ways of avoiding emotional responses
- establish the customers preferred style and match it using words that will help the customer feel valued from your response
- demonstrate composing a range of correspondence with fluency and style
- critically review your own work and edit it accordingly
Module 3 – Dealing with Challenging Customers
By the end of this module you will be able to:
- identify your preferred behaviours when communicating and its impact on others
- recognise the use of effective questioning and of active listening techniques
- consider the impact of non-verbal communication and have identified the five stages of rapport
- deal with conflict constructively
- recognise and use transactional analysis deal more effectively with customers
Optional Modules to increase your Power of Customer Service
Additional modules are recommended for those customer service professionals who have specific job roles and responsibilities. These modules can be purchased in addition to the three-core modules or can be used to replace core modules as required.
- Elective Module 4 – Client Focussed Reception
- Elective Module 5 – Customer Care Over the Telephone
- Elective Module 6 – Internal Customer Service Excellence
Link to this page: http://www.xpertise.co.uk/PDPCS
Xpertise – The Power of Customer Service – an intensive development programme training courses
Xpertise provides The Power of Customer Service – an intensive development programme training courses from 22 UK locations: in Aberdeen Scotland, Altrincham Manchester, Birmingham West Midlands, Bristol South West, Edinburgh Scotland, Glasgow Scotland, Hinckley East Midlands, Leeds Yorkshire, Leeds Yorkshire (Ring Road), London King William Street, London Middlesex Street, London Rosebery Avenue, London Tabernacle Street, Maidenhead Berkshire, Malmesbury Wiltshire, Manchester (Exchange Quay), Milton Keynes Buckinghamshire, Newcastle Tyne and Wear, Reading Berkshire, Stockport Manchester, Swindon Wiltshire and Washington Tyne and 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.