Exceptional Customer Service
31 Oct 2022 [change course]

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

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3 modules of 90 minutes, as a complete course

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.




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)

Course Price per Person GBP exc. VAT Attendees
Exceptional Customer Service
31 Oct 2022
Price per Person: £360.00 exc. VAT
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Attendee Details

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