Service Excellence Skills

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.

“Deborah was lively, considerate, understanding and very knowledgeable. I found the sections on confidence and assertiveness particularly useful.” – AD, Client Services Executive, Rentrak

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 customer service excellence skills and 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.

Service Excellence Skills

“Deborah was lively, considerate, understanding and very knowledgeable. I found the sections on confidence and assertiveness particularly useful.” – AD, Client Services Executive, Rentrak

Objectives

At the end of the course participants will:

Gain customer service excellence skills
Know how to impress the customer in both material and personal service.
Recognise the importance of working as an effective team INTERNALLY in order to deliver excellent customer service externally.
Have a customer service action plan to implement when returning to their companies.

Delegates Will Learn

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
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.

Details

This is an in-company programme. Delivery either in-person or virtual.

Reviews

“I have done a lot of customer service training over the years but this seemed more personalised to individuals and our own experiences.” – CJ, Sales Coordinator, Cole-Palmer

“Great refresher on customer service. Excellent delivery, great engagement. Some new ideas on handling difficult clients.” – MB, Account Manager, Caxton FX

“The right mix of interactive group work, pair work, individual work and listening. Good materials provided and really great teaching.” – KS, Preventive Maintenance Planner, Asteral

“Flawless. Real life examples were consistently used and everything was clearly explained. It has really helped me analyse how I can improve .” – DF, Support Analyst, Thunderhead

“Excellent – Very useful skills to take into the office. Helpful structures to follow.” – CL, Database Executive, Rentrak

“I found this course useful, engaging and interactive. It was good to work together as teams and share ideas.” – JS, Sales Administrator, Canusa

“Refreshed my memory of providing good customer service. Learnt my weaknesses and how to overcome them.” – RS, Sales Coordinator, Cole-Palmer

“An insight into the way I currently provide support. The part I found most useful was how to structure a telephone conversation.” – DP, Support Analyst, Thunderhead

For further information please complete our enquiry form or call one of our team of learning advisors on +44 (0)20 7381 6233

In-company workshop. One-day (or half-day), bespoke.
+44 (0)20 7381 6233

SKU: SES Category: Uncategorised