Customer Service Excellence Course

Availability: In-Company

Why attend?

Clients, or customers – and the people who serve them – are the lifeblood of any organisation. This means that the most successful people spend time developing effective ways of nurturing business relationships.

This lively, practical and informative course focuses on the actions you can take to ensure your approach is truly client driven and that you understand what your customers value, want and need – this results in strong relationships and healthy profits for your company.

Who is it for?

This course is for anyone who is looking to improve service, enhance the quality of their business relationships and increase the value of their customer base.

What you will learn

First impressions

• Getting off to a good start
• The importance of first impressions
• What sort of impression do you want to make?

Customer service chain

• Understanding the impact each person has on both internal and external business relationships
• Internal and external customers
• What makes service excellent?

What’s important to them?

• Finding out what matters to customers
• Getting inside other people’s minds
• Understand and respond to different thinking styles

The client's perspective

• Techniques for better understanding people
• How to gain insight into someone else's viewpoint 
• Why treating others as individuals is important

Communicating effectively with clients and colleagues

• The importance of trust and rapport
• Why active listening is vital for good communication and how to improve your listening skills 
• Summarising, going the extra mile, working in partnershop and much more 

Handling complaints and 'difficult' behaviour

• Techniques for dealing with challenging behaviour
• Practise and feedback in handling difficult situations  
• Dealing with anger, frustration and other emotions – yours and the customers'  

Benefits to you and your organisation

• Make a positive impression on customers and colleagues
• Prepare to meet new clients effectively
• Build rapport easily and create effective long-term business relationships
• Uncover what is important to your clients and colleagues
• Acquire powerful new techniques for better understanding other people’s perspectives
• Improved customer service resulting in increased business results