Training
Open Programme
Course information for Going The Extra Mile - Achieving Excellence In Customer Service
Start Date : 27th November 2007 ( 09:30 AM)
Details :
This is a one day programme.
Who should attend?
Customers’ expectations are increasing; they have become more demanding and often want ‘it all’. This one day workshop will enable learners to explore how to rise to these challenges by identifying the key components of excellent customer service and considering practical ways to implement them within the workplace. The programme aims to improve understanding of how to shape and deliver customers’ expectations and considers the learner’s impact on the customer experience. It is suitable for anyone in a customer service role who wants to develop their skills to deliver a consistent quality service.
Main elements
The programme is delivered over one day and covers the following key topics:
• The benefits of excellent customer service to the organisation, employees and customers
• Understanding your role within the customer experience
• Promoting your service
• Identifying what you can do to make a difference
• Setting and meeting expectations
• Communicating positively with customers
• Diffusing difficult situations using new tools, tips and techniques
• Identifying areas for improvement and appropriate action planning
Outcomes
By the end of the programme you will be able to:
• Understand your role in achieving excellent customer service
• Establish the advantages of your service and identify ways to promote it
• Identify the relationship between effective communication and good customer service
• Maintain a positive customer focused attitude and deal with difficult customer situations more effectively
• Identify barriers to delivering excellent customer service and plan ways to address them
Cost : £165
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