Customer Service Excellence

Who and Why?

To develop, maintain, and expand business, organisations must satisfy a complex array of client needs.
It can be difficult for many companies to adequately respond to these needs in an environment shaped largely by uncontrollable external forces.

These forces include existing competitors seeking a larger “piece of the pie,” new entrants into markets, product innovations, and increasingly insistent calls for improved quality and reduced prices. These, as well as other factors, create new and more sophisticated demands on any business.

This course is for anyone who deals directly with customers or clients and wants to improve these relationships.

Course Overview

By attending this course delegates will gain valuable insights into client concerns, with an emphasis on service and quality. Delegates will reflect on their own experiences, negative and positive, in order to define excellence in customer service. They will understand how to handle enquiries and/or complaints in ways that create improved, lasting relationships with clients based on respect and trust. They will discover how to promote positive “chemistry” between company and client by recognising and responding to the needs of each individual, depending on behavioural styles.

Key Learnings

By the end of the course delegates will be able to:
•    See issues from the client’s perspective
•    Understand how their attitude impacts client perceptions
•    Establish and reinforce mutually satisfying long-term relationships
•    Maintain a clear, concise and engaging style of communication
•    Act more assertively
•    Face “difficult” customers and situations with more confidence to achieve a win/win outcome
•    Recognise the need for flexibility in behaviour and approach
•    Think on their feet and enhance their ability to respond
•    Use verbal and non verbal communication to gain rapport
•    Create great experiences which customers recognise as adding value