Exceptional Customer Service
17 Nov 2021 [change course]

  1. 1: Course
  2. 2: Attendees
  3. 3: Terms
  4. 4: Confirm & Pay

Register for this Course

Duration

3 modules of 90 minutes, as a complete course or individual stand-alone modules.

Suitable for

Those new to customer service or who want to be energised with an injection of motivation and new ideas. Keeping customers happy while remaining stress-free yourself is a key business skill, especially vital right now. Addressing current issues you will learn how to feel great giving your customers a world class service so they keep coming back and recommending you and your company to others.

Location

Online

Programme

Module 1: Customer Service – Getting it Great and Getting it Right

You will learn:

  • Delivering the first-class service your customers want
  • 4Ps of customer service that make a difference
  • Projecting the right image – your brand matters
  • Analysing your customers’ moments of truth
  • Action points

Pre-course – consider times when you have received a negative and an exceptional customer service

Module 2: Telephone Skills – Tone, Pace and Techniques

You will learn:

  • They can’t see you! Developing an empathetic and positive telephone style
  • Best practice techniques for handling different types of calls
  • Projecting the right attitude – OK Corral – sound like it matters
  • Dealing with difficult callers – are they sad, stressed, angry and anxious

Pre course - to consider how you handle calls at present and a difficult call scenario to share

Module 3: A Positive Mental Attitude – Keeping Yourself Sane

You will learn:

  • How to plan a completely proactive and positive approach
  • Controlling your inner dialogue
  • Pessimistic v optimistic mindset, recognise and deal with yours
  • Being solution focused – a path that works for you and your customer
  • Action points

Pre-course – to consider the advantages of an optimistic approach

Post module and post course:

Action Planning tool to focus on the changes you want to make and how to make them stick.

Duration (in days)

1
Course Price per Person GBP exc. VAT Attendees
Exceptional Customer Service
17 Nov 2021
Price per Person: £360.00 exc. VAT
£360.00
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