Delivering Service Excellence
With service excellence, there are no losers. Customers win. Employees win. The organisation wins. Delivering first-class service is a successful strategy for everyone.
The Delivering Service Excellence training course covers all the essential customer service techniques enabling you to identify your customer's needs and keep delivering a level of service that ensures loyalty and increased profits.
You will look at how to:
identify what your organisation has to offer customers- understand who your customers are, what they need and what they expect
- identify the key elements of customer service excellence
- create a positive impression on your customers and enhance the image of your organisation
- choose appropriate behaviour for different customer service situations
- identify methods of promoting your organisation and boosting business
- deal effectively with situations where customer expectations have not been met
- review your performance and plan for customer service improvement
For booking enquiries please contact your local Welcome to Excellence manager
FIND OUT MORE ABOUT THIS COURSE:
Full course details
Delivering Service Excellence is our newest course aimed at individuals and companies involved in the delivery of customer service. It is a highly participative, trainer-led course which gives the participants the skills and knowledge they can immediately use in the workplace.
Delivering Service Excellence covers:
- The role of service excellence
- Introduction
- Delivering Service Excellence
- Why are we here?
- Providing services to customers
- What do you have to offer?
- Your organisations's offer to customers
- Are you the expert?
- Making a promise
- Understanding your customers
- Know your customer
- Meeting, managing and exceeding customer expectations
- The expectations of your customers
- Changing expectations
- Steps in the customer service process
- Customer loyalty
- Who's after my customers
- Providing service excellence
- What is service excellence?
- Creating a positive first impression
- Choosing your behaviour
- Meeting emotional needs
- Internal customers
- Working successfully with your colleagues
- Providing an accessible service
- Legislation, policies, procedures and standards
- Wowing the customer
- Connecting with customers
- Making a connection
- The communication process
- Inspiring confidence and building trust
- It's not what you say, it's the way that you say it
- Body language
- Becoming a better listener
- Asking the right questions
- Presenting information to customers
- On the telephone
- Putting it in writing
- Dealing with difficult situations
- Customer dissatisfaction
- The value of customer feedback
- Receiving praise and comments
- Service recovery
- Boosting business
- Promoting your organisation
- Options for boosting business
- What is selling?
- The sales process
- Improving your customer service
- Reviewing your performance
- Planning for service improvement
Course prices
Open course price: £90.00 (introductory offer)
In-house course price: £850.00 (introductory offer)
