Excellence In Customer Service

DURATION: One Day

AIM

To increase competence and confidence when providing customer service

PROGRAMME OVERVIEW

Excellence in customer service is often talked about and not often given. This highly interactive programme uses a mix of role play, case studies and theory to provide delegates with a personal development plan to ensure the highest standards of customer service.

CONTENT

• Aims and Objectives
• The Benefits
• Introductions and objective setting
• Service expectations - behaviours that encourage customer loyalty
• Behaviours that lose customers
• How does this apply to your organisation?
• Effective communication skills
• Verbal behaviour - the importance of positive phrasing
• Vocal behaviour - using your voice effectively
• Productive questioning
• Active listening
• Communicating clearly in writing
• Professionalism
• What does it mean?
• First impressions
• Professional telephone behaviour - controlling calls and taking responsibility
• Solving customers problems
• USEFUL approach to solving problems
• Delivering bad news positively
• Managing difficult behaviour
• Diffusing anger and aggression
• Seven point action plan for effective complaint handling.

BENEFITS

By the end of the workshop, participants will be able to:
• Demonstrate a greater understanding of the importance of customer relations
• Recognise the need for a positive and welcoming approach
• Use verbal and written communication skills more effectively
• Develop a pro-active approach to solving customers problems
• Create an action plan for providing a professional service to customers

TARGET AUDIENCE

All those dealing with customers internally and externally.

To find out more information about any course or programme, you can email us at info@completepeople.com, use the 'Find out more' link above, or call us now on 01329 888180.