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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. Course Objectives At the end of the course participants will: 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. 'In the best run companies the number of sales people equals the number of employees.' Course Details Dates: 19-20 May 2009 22-23 July 2009 29-30 September 2009 Times: Day one: 10.00 am - 6.00 pm Day two: 9.00 am - 5.00 pm Fee: ?645 + VAT Course location: London, Kensington

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...

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