Achieving Excellence in Customer Service Training Course
'Very enjoyable, best training session I have ever attended.'
Debbie Scott, Bexley Council.
'The trainer made the course enjoyable and fun, but was also very knowlegable on the subject. Brilliant.'
Ellie Roberts, Daventry District Council.
Duration
1 Day
What is this course about?
Achieving excellence in customer care is vital to the ongoing health of any organisation. Whether you are dealing with an incoming call or a face-to-face situation the benefits of excellent customer service are endless.
This course looks at what 'best practice' is in Customer Service is and how best to achieve it. It will help delegates to fully understand all the benefits of excellent customer service and how they can make a difference both as individuals and as part of a team or department. It also trains delegates to deal with all types of calls and face-to-face situations confidently and in a friendly manner.
Finally the course will ensure that customer service is at the forefront of the delegate's minds and will demonstrate how it can be improved upon every day.
Whether you would like to use Excellence is Customer Service to increase business and gain a competitive advantage or simply to reflect well on your entire organisation this course is a must for you.
Who would benefit?
Anyone involved in any customer-facing (internal or external) element of the business.
Objectives
For delegates to understand:
- The Importance of customer care
- The Principles of excellent customer service
- The Vital importance of tone of voice and telephone manner
- The Importance of body language
- How to deal with difficult calls and situations
- What 'best practice' in customer service is and how to achieve thisø
Key topics covered
1. Principles of customer service
- What is excellence in Customer Service?
- WORKSHOP: The Things which really annoy you as a customer
2. The importance of good customer service
- In distinguishing yourself and your company from others
- In attracting and retaining business
3. Key questions (often unvoiced)
- Where do I fit in?
- How can I contribute?
- How does my department affect the overall function?
- Can I really make a difference?
4. Developing the right attitudes
- Responsibility
- Using your Judgement
- Seeing things before they happen
- Turning customer service failures into opportunities
5. Raising the profile of customer service in your organisation
- Gaining commitment from all
- Presenting the many benefits of excellent customer care
6. The Importance of telephone manner
- The telephone voice
- Call ownership
7. Handling difficult calls and situations
- Dealing with difficult people
- Dealing with difficult calls
8. WORKSHOP: Dealing with difficult people and situations
9. Being Assertive as distinct from aggressive
- Routes to assertiveness
- Benefits of assertiveness
- Handling a range of situations
10. Prioritising the workload
- The importance of planning
- Working together: The many benefits of effective teamwork
11. Establishing 'Best Practice'
- Examples of Excellent Customer Service
- Benchmarking your performance
- Developing Service Level Agreements / Customer Service Charter
12. The concept of the internal customer
- Defining internal and external customers
- Discussion: Are there any differences between the two?
13. Summary of learning from the day and personal action plan
