Customer Service Training - NEW for 2009

Delivering exceptional service

1 Day - Non Residential

Whether your customers are internal or external, this workshop will help you understand and apply th principles of delivering exceptional customer service and make you stand out from the crowd.

This course is suitable for all support staff and is an excellent refresher!

• Can't wait until 2009? We can run this as an incompany course exclusively for you at a date to suit your needs.
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• Click here to find out about in-company training
• Click here to make an in-company enquiry
  

Delegate spaces available on the following course dates:

Fee includes course materials, use of video and other training equipment as required. Lunch and light refreshments are also included. Prepared key topic notes for delegates' future reference are provided. The number of delegates attending each course is limited in order to ensure individual participation.

If overnight accommodation is required we often have special arrangements with local hotels.

 

Programme Contents

• Your Role in Customer Service
• - It's not just for the customer service department...
• - Who are your customers?
• Why is Customer Service Important?
• - Some scary statistics
• - Attitudes to customer care
• What Your Customers Expect
• - Understanding the needs of Customers
• - 7 service standards
• -The difference is you...
• Communicating with Customers
• - Projecting a caring image
• - The art of using conversational questions to gather information
• - Active listening skills
• - Building rapport
• - Responding to unreasonable demands
• Awkward Customers
• - Customer behaviours that can cause difficulty
• - Controlling your reaction
• - Responding assertively
• Keeping it Going
• - Your persoanl customer service skills audit
• - Individual action plans
  

Testimonials