Exceptional Customer Service (1 day)
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This course aims to raise the awareness of customer service and assist delegates in providing exceptional customer care. In today’s increasingly competitive markets, delivering exceptional customer service (‘delighting’ customers and clients, rather than satisfying) is increasingly important to differentiate you and your competitors. This customer service training course helps your delegates focus on ‘delighting’ behaviours - the words used, the way they are said and actions taken to give customers and clients warm feelings about you - because it’s the feelings people remember most.
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Further Details
Course Content:
~ Customer Service – what it is and what it isn’t
~ Creating service that ‘delights’ people, not just satisfies
~ Consequences of poor service
~ Importance of ‘first impressions’, as viewed from the customer’s standpoint
~ Giving customers the wrong impression
~The 3 principles of exceptional customer service
~ Superior Service Questionnaire – How good am I?
~ Nature of communication – what it actually is and why it goes wrong between people
~ Completion of a Personal Communication Style Questionnaire
~ Building rapport with people
~ Factors of good and bad communication on the telephone ~ Active listening skills on the phone
~ Factors of voice that add and detract from the message and image being portrayed
~ The differences between assertive, passive and aggressive behaviours
~ 3 steps to assertive behaviour to help turn customers around
~ Coping with anger and complaining customers
This Training Course is offered "in house" at the following locations:
Wakefield
Blackburn
Bolton
Chester
Liverpool
Manchester
Oldham
Preston
Stockport
Warrington
Wigan
Derby
Leicester
Nottingham
Peterborough
Birmingham
Coventry
Stoke on Trent
Telford
Dudley
Hereford
Northampton
Worcester
Walsall
Wolverhampton
Cardiff
Llandrindod
Llandudno
Newport
Swansea
Shrewsbury
Bath
Bristol
Gloucester
Swindon
Salisbury
Milton Keynes
Oxford
Reading
Redhill
Slough
Croydon
Kingston upon Thames
London N
London NW
London SE
Sutton
London SW
Twickenham
Southall
London W
London WC
Watford
Information provided is for information purposes only and no guarantees are made with regards to accuracy. It is advised that all details are checked prior to making a booking. Contents © 1999 - 2012. All rights reserved.
