Excellent Customer Service

Details

Time: 9.00am to 4.00pm
Venue: AP Courses Training Room
Cost: £295 per delegate
Included in the price: Training manual, lunch and refreshments

In a climate where so many products and services are similar to each other – where margins are getting tighter and competition more intense – it’s impossible to overestimate the importance of excellent customer service; it’s often the only difference between one organisation and another.

Course Description
 
Excellent customer service is paramount to any organisation wishing to gain and build good working relationships with clients. This course outlines the importance of customer service and where it fits within your organisation. It covers feedback from customers, problem solving and handling difficult situations, as well as creating positive company and individual images, effective communication skills and establishing customer service standards.

Course Design

This is a one-day intensive tutor-led course that combines tutoring, discussion and practical work.

Target Audience

’Excellent Customer Service’ is aimed at employees who have any contact with internal or external clients.

Learning Content

• What defines excellent customer service?
• Who are our internal and external customers?
• What should our customers expect of us?
• Focusing on customer service
• The customer’s journey
• Working towards fulfilling customers’ expectations
• Creating a positive image
• Methods of communication – verbal and non-verbal
• Dealing with difficult customers
• Effective listening skills
• Controlling the telephone call
• Successful resolutions
• Behaviour styles
• Seeking customer feedback
• The purpose and method of benchmarking
• Customer service standards
• Review of session and personal action