Welcome to Excellence

What’s it about?

This highly interactive one day event aims to help individuals provide a good customer service to ensure that the customer leaves with a good impression of the company and has received a good customer service experience.  

Who is it for?

This course is intended for personnel who interact with people who are or could be potential customers, both internal and external.  It is an interactive course aimed to equip people with the techniques and tips to help them to provide a professional customer service and leave the customer feeling satisfied and valued.

Course overview:

  • Define what constitutes good and poor customer service 

  • Identify who their internal/external customers are

  • Understand the link between delivering good customer service and the effects on the organisation’s brand image

  • Define how individual perception has an impact on the way we behave and treat others

  • Understand the importance of good communication and positive non-verbal behaviour when dealing with customers

  • Use questioning and listening skills to identify the customer needs and provide a solution

  • Understand intent versus impact when communicating and the effect this can have on the customer experience received from a member of personnel

  • Use assertive behaviour and language to deal effectively with a customer

  • Understand how to use communication models to achieve greater rapport and avoid conflict situations

  • Avoiding a blame culture and accepting responsibility for actions

  • Best practice techniques for dealing with customers and help ensure a good customer experience

 

What are the benefits of attending?

  • Greater self-awareness regarding the impact you have on your internal and external clients.

  • Understand how this behaviour affects customer relationships and results in the customer feeling valued.

  • Be equipped to build greater rapport, courtesy, respect and personal effectiveness in any situation.

  • Have the tools you need to build on all your existing skills and ensure you make maximum use of your ability to be agile and adapt to customer situations.

  • Understand how to accept responsibility for your own and others actions and have a positive mind-set

 

Duration – 1 day

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