Exceptional Customer Service


“A satisfied customer – we should have him stuffed – BASIL FAWLTY”

Perhaps this cynical attitude towards customer service is just true of a fictional comedy series. However in today’s increasingly competitive markets, delivering exceptional customer service is increasingly important to differentiate you and your competitors. This course helps customer service providers understand the importance of their role and develop essential skills required to deliver superior customer service i.e. service which doesn’t just satisfy, it delights! - the words used, the way they are used and the actions taken to fulfil our customer expectations.

This in house customer service skills course is aimed at developing service skills, including tackling the more difficult situations – where we need to respectfully say no to our customers or when something has gone wrong in the service chain and we need to turn around an angry, complaining customer.



Customer Service Training Course

“Pace was good and the content met our requirements exactly”
“I enjoyed every aspect of the training. It was very valuable”
“It was very good. I will take on board the pointers and develop myself even more”
“Great customer service training - very knowledgeable and encouraging trainer”

Course Overview

Delegates will cover:

  • Nature of customer service - the facts and the myths
  • The 3 Principles of superior customer service
  • Examples of exceptional customer service skills
  • Consequences of poor service
  • How Good a Superior Service Provider Am I? Questionnaire
  • Nature of communication - what it is and why it goes wrong
  • Importance of ‘first impressions’, as viewed from the customer’s standpoint
  • Giving customers the wrong impression
  • Putting yourself in the customer’s shoes
  • Factors of good and bad communication on the telephone
  • Active listening skills on the phone
  • Factors of voice that add and detract from the message and image being portrayed
  • Differences between assertive, aggressive and passive behaviour
  • 3 steps to assertive behaviour to get difficult messages across in tactful, respectful manner
  • Coping with anger and complaining customers

Course Features

  • A variety of training methods are used on the training course including formal input, discussion, syndicate exercises and self-diagnostic exercise
  • A feature of the customer service training course is the use of a Knowledge/Skill Checklist - a list of the knowledge and skills being developed. Delegates rate themselves at the start and finish of the course to establish the extent to which they have benefited. This also gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs
  • Delegates are supplied with full support documentation in spiral bound format
  • Prior to delivery of the in house customer service course, we would host a telephone meeting to establish the nature of the delegate’s roles, their strengths and development areas and any aspects you would like us to emphasise.

Target Audience

All staff who come into contact with customers and clients, both face-to-face and on the telephone. The content can be honed to suit staff in a contact centre

Duration

  • 1 day

Costs

Contact us for a quote stating course title, location of training and anticipated delegate numbers. Our prices are very competitive.

If you have any questions regarding our courses or products

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