Exceptional Customer Service

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

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Price:

 

£140 (+VAT)

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Duration:

 

1 day.

 

Who is it for?:

 

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

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Course Content Includes:

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• 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.

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Notes:

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. 

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Upcoming Dates:

• Dates on Request