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The power of customer service - an intensive development programme

QA Ltd

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Course Description

The ability to deliver a service that will ''delight your customers every time'' will help to give your company a vital competitive edge. However, if the image of the organisation is to be enhanced, then individuals will have to meet the challenge of providing the best customer service available; and that usually requires improvements to the service customers presently receive. Module 1 is designed to help participants develop strategies that will enable them to meet the challenge of consistently providing the best customer service available. Clear concise communication is imperative to give a professional image of the organisation. Module 2 is designed to help you build and maintain a rapport with customers through developing business and effective communication skills. Module 3 examines how we relate to others and identifies ways to improve these relationships and the communication that takes place. Module 4 is designed to help participants develop a fluent style of writing, to help overcome common difficulties with email writing, and to inspire confidence in producing professional emails. Module 1 - The Art of Amazing Service: By the end of this module you will be able to: explore the importance of customer care and know how to develop a customer care charter identify what makes customer care count and set personal customer care goals solve problems on behalf of your customers and know how to handle complaints effectively enhance communication skills which will enable you to achieve the results you want develop strategies for measuring customer satisfaction and identify ways of implementing change in response to customer needs complete a personal action plan Module 2 - Customer Care Over the Telephone: By the end of this module you will be able to: portray to your customer a positive image of your company demonstrate the importance of taking responsibility to achieve customer satisfaction obtain from customers a clear understanding of their expectations handle challenging callers calmly and confidently demonstrate how you will reassure customers that their needs will be satisfied Module 3 - Dealing with Challenging Customers: By the end of this module you will be able to: identify your preferred behaviours when communicating and its impact on others recognise the use of effective questioning and of active listening techniques consider the impact of non-verbal communication and have identified the five stages of rapport deal with conflict constructively recognise and use transactional analysis to deal more effectively with customers Module 4 - Customer Care via Email: By the end of this module you will be able to: agree what a professional response to an email should look like and contain identify your barriers and strengths when communicating via email state the importance of using plain English and the Plain English Campaign demonstrate a systematic approach to written communication - using the four block structure discuss and review the use of appropriate grammar, punctuation and spelling practice avoiding the use of too many words, clich?s and jargon identify the effectiveness of using positive language and powerful words and phrases examine ways of avoiding emotional responses establish the customers preferred style and match it using words that will help the customer feel valued from your response demonstrate composing a range of correspondence with fluency and style critically review your own work and edit it accordingly Optional Modules to increase your Power of Customer Service: Additional modules are recommended for those customer service professionals who have specific job roles and responsibilities. These modules can be purchased in addition to the three-core modules or can be used to replace core modules as required. Elective Module 5 - Internal Customer Service Excellence Elective Module 6 - Client Focused Reception

The ability to deliver a service that will ''delight your customers every time'' will help to give your company a vital competitive edge. However, if the image of the organisation is to be enhanced, then individuals will have to meet the challenge of providing the best customer service available; and that usually requires improvements to the service customers presently receive. Module 1 is...

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