Customer Service Excellence
£1,185.00 Plus VAT (per person)
Have more than 2 delegates? Talk to us about our closed group courses.
Delivery Method
Open Public Courses – Virtual Delivery Only Closed Group Courses – Face To Face and Virtual Delivery
Business Benefit
Giving good customer service is not enough to set you apart from your competition; you need to give exceptional customer service. Exceptional customer service is giving the customer what they need and learning and improving your delivery so that it stays ahead of the norm for your industry. All attendees qualify for free ILM Membership, Studying members can get a range of benefits including – Harvard Business Publishing online books, Career development Advice, Information on networking events around the UK, Edge Online a regular management magazine.
Who Should Attend
Managers and staff in a customer facing role.
Learning Outcomes
Understand what customer service is
What do customers expect of us?
How should we communicate with our customers?
How customer service can keep or lose customers
Customer care policieshow to create and implement
Customer care Charterswhat they do?
Developing a personal plan to improve your customer care
Handling complaints positively
Measuring and evaluating our processes and policies
Apply problem solving techniques in decision making
Understand team dynamics to improve customer service delivery
Your role in improving the teams performance
Course Content
Day 1 Customer care in action
Customer Care v Customer Service
What are Customer Expectations?
Communication Skills
Telephone Techniques
Building Rapport & Gaining Attention
Effective questioning skills
Listening skills
Body Language
Lost customers whats the cost?
Day 2 & 3 Implementing Customer Care policies and procedures
The importance of a customer care policy
Developing a Customer Care Charter
Identify what makes customer care count
Handling complaints effectively
Measuring customer satisfaction
Problem solving and decision making techniques.
Identify ways of implementing change in response to customer needs
Monitoring of Customer care polices
Empowering Teams to Improve customer Service
Plan and organise development of customer care staff
How to Book
Dates below represent open public courses only. To book this course, please select an available date and click the book now button below to complete the booking by Credit Card or via Invoice. Have two or more people to train – you may consider a closed group course. Contact us on [email protected] to discuss specific date and delivery requirements.
The purpose of your training is learning new skills and/or changing behaviour. We can help you measure this!
Post-course, to evaluate how successfully the attendees are doing this, delegates can attend a Workplace Implementation session during the skills transfer period. This additional session lasts for 2.5 hours.
During the Workplace Implementation session the individuals will either on a 1-2-1 basis or as a group discuss the challenges and successes they have experienced during their skills transfer period.
This will include what they are doing differently as a direct result of the training and how this has positively impacted the organisation.
This is an excellent way to encourage the learning, support the skills transfer into the workplace and act as a measure to evaluate the training.
We compile this information into a report so that you have evidence of your return on investment.