Customer Service Excellence (ILM)

Duration 3 Days

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