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Exceptional Customer Service

Delivering exceptional customer service is increasingly important to differentiate you from your competitors.



£140 (+VAT)



1 day.


Who is it for?:


All staff who are responsible for delivering a service to others - customers, clients or internal customers.

Course Content Includes:

  • Key themes in customer service research.

  • Exceptional Customer Service - what it is and what it isn't.

  • Moments of truth in customer service.

  • Creating service that 'delights not just 'satisfies'.

  • Consequences of poor service.

  • The 3 principles of exceptional customer service.

  • Rapport building.

  • First (and last) impressions count.

  • Superior service Questionnaire - How good are you?

  • In our customer's shoes - what does the customer expect?

  • The role of emailing in customer service.

  • Do's and Dont's of emailing.

  • Using assertiveness to respond to difficult situations.

  • Case study in dealing with angry people.

  • Tips and tactics around dealing with angry people.


Courses can be delivered at our Nuneaton training venue or at your own premises*.


* Customers must be able to provide suitable classroom and workspace facilities for the number of delegates booked. 

Upcoming Dates:

  • Dates on Request

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