Customer Excellence Training Courses

How this course can benefit you:

If you believe Customer Excellence is what separates companies that succeed from those that fail, and you want to learn the tools to make your company succeed, then you will greatly benefit from this course.

Duration: 1 Day

Course Objective:

To enable delegates to understand the importance of excellent customer service.To learn how to improve the quality of care they provide for their organisation by effectively communicating both verbally and non verbally.

Course Contents:

  • What is customer excellence?
  • Who are your customers?
  • First impressions
  • Recognise areas for self improvement
  • The benefits of assertiveness
  • Developing assertiveness
    • using ‘I’ messages
    • owning emotions
    • constructive use of personal power
    • handling difficult & demanding customers
  • Developing assertiveness on the telephone
    • terminating prolonged conversations
    • handling difficult & demanding callers
    • maintaining control of every conversation
  • Complaint handling
    • turning complaints into opportunities
  • Providing excellent customer service
    • plan every outgoing call
    • follow through
    • positive attitude
    • lasting impression
  • Building / maintaining long term relationships with customers

Learning Outcomes

  • After this course delegates will be able to:
    • Go that ‘extra mile’
    • Handle difficult situations/behaviour
    • Communicate effectively both verbally and non-verbally

Enquire About Customer Excellence Training Courses Course
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What our attendees have said about us:
The trainer presented the course in a clear and concise manner. I was very happy with the course content and the way it was delivered. All objectives of the course were met
Baker & McKenzie
Steve demonstrated his knowledge, experience, and understanding of this area, which is clearly vast. It served as a useful reminder of the key aspects of Customer Care.
Novae
Very good understanding of the subject and with the use of role-play, examples etc made the course easy to understand. Overall it was a very enjoyable and helpful course.
Barking & Dagenham Council
Steve was a fantastic trainer! He was understanding and constructive in his feedback. He dealt well with individual questions and situations, good role-play
Inviron