Customer Service Excellence + Frontline Skills - Full Day Intensive Course
Full Training Day
Without customers your business will dry up and die, if you don't look after your current customers the same will happen. Understanding customer's needs and expectations and meeting them is as important to the business as getting the sale. This course is called customer service excellence because it goes beyond standard customer service training. Rather then meet customer's expectations we teach you to go beyond them so if you fall short you still meet them.
Complaints, objections and queries are all opportunities the customer gives you to understand them, often its a cry for help! But to often companies view them negatively and cut the customer off. This course will give you the tools to become a customer orientated and mature company or customer services member.
Train the team to be become first class in first contact situations.
What will this course cover?
Customer service and how it has changed over the decades
What is customer service?
Creating an atmosphere your customer can feel comfortable in your shop, website and in person.
Customer loyalty - what is it and how can you create it?
Customer services and upselling
Aftersales - how to keep them happy, how to deliver promises
Personal accountability - accepting responsibility and delivering a solution.
Complaints - listen, question, understand, resolve!
The link between successful customer service and the sales process.
Questions and resolutions - turning customers onto your side
Customer referrals - harvesting new customers from your current base
Learn how to make a good first impression and how to listen properly.
What will help you digest and fully understand what you learn?
Plenty of team exercises to help you practice what you learn in real life
A course certificate signed by the trainer to show successful completion of the course and a personalised letter detailing what would be an effective marketing plan of action customised for each client we train.
The application form you fill in will ask for quite a bit of information - this helps us research basics on your company and business. Also, on the course we will be able to concentrate on customising the course for each candidate we train.
Using illustrations and regularly referring to each candidates business we ensure that each person on the course will be able to fully understand everything the trainer has prepared.
The trainer has first hand experience of all the information he goes through - he has used these in his own businesses and knows they work when correctly applied - so ask questions, challenge him and more importantly, learn everything you can!
This is a fantastic customised course for each candidate and for the half day (3-4 hours dependant on student participation)!
This Training Course is offered "in house" at the following locations:
Guide Price: £169.99 per candidate (discounts for groups of 3 or above)