Good customer service is essential to the survival and prosperity of any organisation/service provider. Delivering ‘excellent customer service’ however will encourage repeat & referral business and help you to establish a long-term rapport with your customers.
Delivering ‘excellent customer service’ is not about following a pre-determined list of tasks or reading extracts from pre-prepared scripts, it’s a way of life!
This highly practical course is suitable for individuals in a customer-facing role who are seeking to develop skills in the pursuit of delivering ‘excellent customer service’.
By the end of this course, you will be able to:
- Explain why the delivery of ‘excellent customer service’ is so important to your organisation
- Identify the essential elements of effective communication and begin to apply them when communicating face to face and on the telephone
- State the importance of ‘listening to understand’
- Recognise the importance of building and maintaining rapport with your customers
Key Areas Covered
- How not to deliver ‘excellent customer service’
- Who are your customers?
- Experiences of good and bad customer service
- Why is ‘excellent customer service’ so important?
- Seeing the world through your customers’ eyes
- Customer perception and expectation
- The impact of your ‘interpersonal skills’ on the quality of the service you provide to your customers – the importance of body language, tone and words
- Developing your listening skills
- Developing your questioning skills
- Successful telephone techniques
- Building and maintaining rapport with your customers
- Service recovery/complaint handling
- Promoting the delivery of ‘excellent customer service
Customer Service Skills Training Course, Corby, Northamptonshire, Midlands, UK.
How to Book
Our Customer Service Skills sessions take place at our modern Training Centre in Corby, Northamptonshire, easily accessible from across the Midlands.
Book your place today by emailing training@agendapartnership.co.uk or calling us on 01536 212212 (lunch and refreshments included – We are a no-nut site and cater for allergies)
