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 Customer Service Excellence

Next open course date: TBC, London, £475+VAT per delegate
 
Available in-house: Yes, please contact us for details.

 
 
20 second overview
 
This course looks at everything that goes on above and below the surface of excellent customer service so that there can be no justification for anything but the most favourable impressions being left behind.
 
Over a practical day we will actually be looking at the bottom line - that delivering consistently excellent customer service is challenging and requires a conscious awareness of what not to do, as much as what to do.  We will:
 
clarify the benchmarks of customer service excellence
consider personal responses to being on the receiving end of such service
reflect on the effects of very poor customer service
explore what gets in the way of offering excellent service consistently
identify those personal buttons that compromise best intentions
share tips including active listening and rapport building techniques
practice effective and assertive ways to handle potential conflict
look at ways to create a great first - and lasting - impression
Identify each delegates unique strengths which allow them to be authentic in their best practice 
 
 

 Key Benefits of this Course
  • To finesse customer and client facing skills to ensure the most favourable business relationships are created
  • To raise each person’ awareness of those times when their best intentions may be compromised and to offer them constructive alternatives 
     


Course Rationale
 
 
Few businesses can afford to be indifferent to the quality of their customer or client service. Few of us can afford for others to ‘get us wrong’. Sometimes, even the most committed professionals amongst us may not be aware of how we come across to others and are shocked to discover that our tone or behaviour has been misinterpreted.
 
How can you engender customer trust in the first place? Never mind standard practice what does consistently excellent service look like? What are the foundations stones? What can you do to further your reputation so that your business is synonymous with best quality and care? Our course overturns each principle to allow delegates to see where their standards match up.


 


Course Content
 
  • Defining best practice
  • The implications of excellent and poor customer service
  • Understanding the dynamics of successful customer relationships
  • Unlocking the power of double vision
  • Questioning techniques
  • Exploring active listening skills
  • Practicing rapport building
  • Assertive behaviour in practice
  • Useful conflict resolution tools
     

 
A Note from the Trainer
 
"If you ask anyone to tell you anyone to tell you about their best and worst experiences of customer service, expect to be doing a great deal of listening. From that perspective, it’s obvious that getting it right, or getting it wrong has a huge impact on any business or reputation.
 
"Our day will invite everyone to think about all the ways they can leave fantastic lasting impressions that mean business. In a playful atmosphere we will also look at ways to avoid being tripped up and diverted from our best intentions.

 


Delegate Feedback for our Courses
 
 
For delegate feedback from recent courses please click here.
 


Booking this Course
 
Open course: date TBC, £475+VAT per delegate BOOK HERE
 
 
In-house courses: This course can be adapted to your needs and delivered at your offices. Please click here for further details of in-house training or contact us for details.
 
 
Email: info@cambridge-ed.com
Call: 0845 2260624
 


Contact:
0845 2260624
info@cambridge-ed.com

 

 

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