Customer Service Excellence

Fundamentals of Service Excellence

Customer Service Training Course

1 and 2 Day Skills Training

Customer Service Course Objectives
  • To enhance external & internal customer relationships by delivering a consistent superior customer experience
  • Delegates will develop the ability to connect with customers in a caring & responsive manner
  • To efficiently & successfully resolve queries, supply relevant information & conclude every interaction on a positive note

Who should attend this Customer Service Workshop

Service Engineers | Technical Support | Call Centre Agents | Help Desk | Administrative | Secretarial | Broker Support

Customer Service Course Outcomes

This Customer Care Training Workshop will enable delegates to:

Establish Positive Customer Contact

  • Be an outstanding company ‘Brand Ambassador’
    – Create positive ‘moments of truth’ & enhance client touch points
  • Establish a WOW ‘first impression’
    – adopt welcoming & appropriate body language
    – present a professional image through adopting an appropriate dress code

Ensure Positive Customer Conversations

Engage in an Effective Manner

  • Understand different interpersonal styles & adapt the customer engagement approach accordingly
  • Adopt effective telephone skills & face-to face engagement techniques:
    – utilise welcoming & polished, ‘high-impact’ terminology
    – project a clear, caring & enthusiastic vocal tone
    – recognise the link between body language & vocal quality
  • Apply effective listening skills & a meaningful interaction approach
    – listen attentively with the intention to truly understand
    – respond in a courteous manner that inspires respect & credibility
  • Manage & resolve complaints in a meaningful way
    – involve & satisfy the customer, leaving them with a positive experience
    – keep emotions in check, diffuse anger & manage resistance

Ensure Ongoing Positive Customer Relationships

  • Make sound recommendations & confirm the ‘next step’
  • Close each call in a way that leaves the caller satisfied & wanting to come back
  • Recognise the importance of E-mail’ etiquette.

Customer Service Course Development Methodology
  • This highly practical & interactive Customer Service Workshop is facilitated by a skilled & energetic trainer who is totally committed to delegate growth
  • A combination of facilitator presentation & practical coaching is complimented by active delegate participation
  • Skills practices bring the theory to life through immediate hands-on exposure to each key concept

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Testimonials

Your presenters are excellent! Our teams are able to practically apply the skills learnt which improves the probability of closing deals with new customers.

Richard Lange, Training Manager, AECI

Our Trainers