Open Course
Scheduled courses for individual bookings available in some locations.
Delivering Service Excellence covers essential customer service skills so staff can consistently deliver world-class standards of service. It's an interactive course which will help your staff develop their skills and enhance their performance in the workplace.
Delivering Service Excellence covers:
1
The customer experience
- Introduction
- Why are we here?
- Your experience of customer service
- Who benefits from excellent customer service?
2
What do you have to offer?
- Your organisations's offer to customers
- Unique selling points
- Are you the expert?
- Making and delivering the promise
3
Understanding your customers
- Who are your customers?
- Meeting, managing and exceeding customer expectations
- The expectations of your customers
- A great experience for everyone
- Steps in the customer service process
- Customer loyalty
- Who's after my customers?
4
Providing service excellence
- What is service excellence?
- Creating a positive first impression
- Wowing the customer
- Choosing your behaviour
- Internal customers
- Working as an effective team
- Legislation, policies, procedures and standards
5
Connecting with customers
- 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
- Professional telephone conversations
- Communicating in writing
6
Dealing with challenging situations
- Challenging situations
- Customer dissatisfaction
- Handling a complaint
- Service recovery
- The value of customer feedback
7
Promoting your organisation
- Options for boosting business
- Encouraging repeat business
- Acting as an ambassador
- Building your brand
- Up selling and cross selling
8
Now it's up to you
- Making it memorable
- Delivering service excellence
