INTRODUCTION
Managing customer expectations is key to this programme and participants are challenged to consider service from different customers' perspectives that leads to the psychology of customer relationships.
Prices
£1850 per day plus VAT
public sector and charities
please enquire
Call Richard van de Peer
0845 6580654
Who will the course benefit?
This course will benefit everyone involved in the management and delivery of excellent customer service/ relations.
Course objectives
The programme is underpinned with best customer service theory and practice and includes the basic skills to deliver excellent service.
Course Content
Participants will learn how to:
Differentiate between the product / service supplied and Customer Service
Explain the impact of Customer Service
Define Customer Service in the customer's terms
Describe six principles of Customer Service, and list how these apply in their own business area
Develop the perception to put themselves in the customer's shoes
Use a range of interactive skills
Manage difficult customer situations skillfully
Employ effectively different channels of communication
Give added value
Identify the impact and importance of effective Customer Service
Define, describe and specify the detail of effective Customer Service in their own business that will meet customers' expectations
Set customer service standards
Identify models of excellence in Customer Service provision
Identify service gaps where the actual service level is falling short of customer expectations
Develop a plan for attaining and maintaining high levels of Customer Service in their business
