Customer Service Excellence - Getting it right

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Description

Customer experience training is crucial for any organisation that works with customers or clients..

New communications methods and opportunities for immediate responses mean that setting and managing customer expectations is ever more vital. Each and every interaction between employee and customer provides an opportunity for either a positive or negative impression.

Employees with effective customer service skills will feel a greater sense of satisfaction and commitment to their job and in turn will provide positive experiences to customers. These skills make a positive impression in the minds of current and future customers retaining and building the organisation’s customer base.

Front line staff – are ultimately the Ambassadors for the company – whether they are dealing with suppliers, customers, or colleagues it is vital they get it right.

Overview

Course programme in detail

By the end of the course, delegates will:
- Understand the differences between customer service and customer care and why they are so vital to any business.
- Understand the importance of setting and managing customer expectations and the needs and wants of different customer groups.
- Be able to communicate face to face with both internal and external customers in a confident and professional manner
- Understand the importance of creating a good first impression
- Be more self aware of both the verbal and non verbal signals that they display when communicating face to face and over the telephone with colleagues, suppliers and customers
- Be able to deal more effectively with “difficult” customers and complaints with a view to achieving mutually acceptable outcomes to ensure continued relationships into the future.

Outcome

This highly practical day enables participants to review and explore the true meaning of “excellent customer service”. It focuses on the challenges – and rewards – of managing both internal and external customers effectively face to face and over the telephone. It is ideal for frontline staff who need to ensure they are offering excellent customer service.

Additional Information

This course is delivered from the Chambers modern training facilities and is limited to a maximum of 12 delegates to allow for learning.

Lunch and refreshments are provided as part of this course. Please note, there is no requirement for delegates to bring any stationery or IT equipment unless otherwise stated in the joining instructions.

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Customer Service Excellence - Getting it right

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