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Customer Service Courses

Customer Service Excellence Training – 1 Day Course

Introduction

Every organisation should strive for consistently exceptional customer service. Achieve this and you not only demonstrate a positive, can-do approach that turns on customers to your organisation but if you do it again and again, you build trust, customer loyalty and an enduring reputation.

This 1 day course looks at the key techniques to help you do just that.

Who Should Attend?

• Employees and individuals at all levels who communicate with customers through any means (telephone, email, in person etc).
• Suitable for dealing with internal and external customers and colleagues.

Learning Outcomes

• Increase productivity.
• Maintain a consistent and proactive approach to customer service.
• Build strong relationships with internal and external customers.

Key topics covered

Achieving Consistency in Service Delivery - These fundamental techniques will help staff achieve a consistent standard of service with internal and external customers, and raise personal awareness of their role 'in the field';

• Service Principles
• Serving 'Captive' Customers
• Defining Service Standards
• What Signals Are You Sending To Customers

Customer Focused Communication - These verbal, body language and rapport-building techniques help develop an engaging and personalised approach to customers;

• Recognising Customer Preferences and Adapting Accordingly
• Communicating Believably and Building Trust
• Voice Factors
• Advanced Language Skills
• Confidence in Body Language

Providing Solutions and Adding Value - It's all about going the extra mile. Learn ways to delight customers with an above-and-beyond approach that further improves the reputation of the company

• A 'Can Do' Approach
• Active Listening Skills
• Questioning Techniques
• Strategies for Adding Genuine Value

Keep on Smiling - It doesn't always go smoothly, but by remaining patient you can avoid things that might frustrate or concern customers – and maintain your reputation for excellent service.

Delivery Style
  • Interactive practicals including group discussions, role-plays (in small groups), and case study examples.
Cost

£200 per person plus VAT including all course materials, personalised workbook and WELL certification of completion of training. WELL offer a buy-one get one half price scheme for any courses booked more than 4 weeks prior to course start date.

Click here for an email enquiry about this course.