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Service Excellence Skills
Two Days
The customer revolution is here to stay. As
products and services become more and more alike, the
competitive edge comes from the experience the customer
has with your organisation. The overall goal is to maximise
that experience, so he or she returns and encourages
others to do the same. The real magic in service delivery
comes from discretionary efforts, where your staff use
their initiative to go beyond their normal job descriptions
and do that little something extra that impresses the
customer.
This challenging, highly participative course provides
your front line staff with all the necessary skills
and personal motivation to provide outstanding customer
service.
Participants learn how to make each customer feel important.
They discover new ways to handle complaints and difficult
situations. They become better at keeping their cool
under pressure. They learn the importance of team work.
They develop more enthusiasm. They learn to sell their
ideas.
The result not only ‘puts the customer first’ but gives your people the skills to make each customer
a better customer.
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- How to ‘delight the customer’.
Going the extra mile.
- How to recognise the two sides of service
- material and personal.
- How to make the customer feel important.
Using: ‘I’ll make him glad
he spoke to me today’.
- How to recognise both your internal
and external customers. If you’re
not serving the customer, you must be
serving someone who is.
- How to handle complaints and difficult
situations. Taking responsibility and
using your initiative.
- How to recognise each ‘moment
of truth’.
- How to calm an upset customer.
- The importance of teamwork. How to work
well with others.
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- How to sound great on the phone.
- How to increase your boss’s confidence
in you.
- How to sell your ideas. In the best
run companies the number of salespeople
equals the number of employees.
- How to create an ongoing ‘partnership’
with each customer.
- How to develop a ‘be the best’
attitude. How to maintain correct attitude
throughout the day.
- How to keep enthusiastic. Outstanding
customer service requires relentless enthusiasm,
nothing great was ever achieved without
it. The options for managing personal
energy.
- How to build lasting customer relations.
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'In the best run companies the number of sales people
equals the number of employees.'
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| Dates: |
16-17 September 2008
25-26 November 2008 |
| Times: |
Day one:
10.00 am - 6.00 pm
Day two: 9.00 am - 5.00 pm |
| Fee: |
£645
+ VAT |
| Course
location: |
London, Kensington |
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Tailor this programme +44(0)20 7381 6233
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