| Be
the best that you can be... |
| Course aims: |
To provide customer-facing staff
with the attitude, skills
and knowledge required to deliver consistently high levels of service
to both external and internal customers.
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| Course aimed at: |
Anyone involved in delivering service
to internal or
external customers, either face-to-face or on the telephone. |
| Course length: |
Two days (9.30 am to 4.30 pm) |
| Prerequisites: |
None |
| Training method: |
Highly interactive and participative
format that will
give attendees plenty of opportunity to practise the skills and
techniques learnt on the course. Accelerated learning techniques
will be used throughout to teach and reinforce key learning points. |
| Evaluation method: |
Variety of formal and informal
practical exercises.
Assessment can be provided in various ways including observation
of current skill levels. Constructive feedback will be provided
along with an individual development plan where required. |
| Course content: |
- Understand who your customers are and their individual requirements
- Building rapport with customers
- Showing empathy with customers at all times
- Ways of delighting the customer, and exceeding their expectations
- The use of positive body language to improve customer interactions
- Using positive language when speaking with customers
- Understanding customers’ needs using advanced questioning
and listening techniques
- Adopting customer service behaviours that make a difference
- Making every customer interaction a “moment of truth”
and an opportunity to delight the customer
- Handling challenging situations and customers in a positive
manner
- Encouraging colleagues to adopt “best-in-class”
customer service behaviours and create a culture of excellent
customer service
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| Maximum delegates: |
12 |
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