Outstanding Customer Service - 2 days

Outstanding Customer Service

Prerequisites

Participants should already work in a customer service role or should have completed the course "Introduction to highly effective customer service"

Other courses of interest

About this course

Organisations that offer differentiated, reliable and customer-friendly service have a distinct competitive advantage. Because customers have become more demanding, no longer do they choose speed, quality or price - they now expect all three. This course focuses on the key actions required to achieve real excellence in customer service. The key to customer handling is practice, so delegates will be encouraged to use real life examples from their place of work to see how they can improve the quality of the customer service they provide. They will also take away guidance notes and templates to use, to help them assess their behaviour when working with their customers.

Participants will learn how; even in the face of doubt, misunderstandings and objections to respond appropriately to the emotions of clients or co-workers and then develop facts and recommend value-building solutions. They will also acquire techniques for seeing issues from the customer’s perspectives, creating value-adding options for customers, and making sure customers recognise the added value they are getting 

The course will also teach participants how to gain agreement from clients and reinforce mutually satisfying long-term relationships as wells as demonstrating how attitude impacts on clients perceptions. We will also use a number of practical exercises that will allow participants to know how to think on their feet and use their initiative.

Programme Highlights:

  • What is a Differentiated Customer Experience?
  • Understand the customers mind
  • Appeal to the customers motivational value system
  • Going the extra mile

Internal and external customer service, and customer service teams 

  • Your impact on the customer experience 
  • Projecting a 'brand' image 
  • Meeting Customer Expectations

Understanding customers' needs and expectations 

  • Why do customers complain? 
  • Barriers to effective communication
  • Communicating Positively with Customers  

The impact of poor listening and questioning  

  • Using information effectively 
  • Giving 'bad news' and saying 'no' constructively 
  • Turning Complaints Into Opportunities  

Defusing a difficult situation 

  • Demonstrating empathy - exploring options and alternatives 
  • Balanced behaviour responses 
  • Ensuring Consistent Quality Service  

Acting on feedback from customers 

  • How to influence customer loyalty 
  • Improving the brand experience 

Who this course will benefit

Anyone who already delivers a high level of customer service, but wants to improve their ranking even further

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