Delivering Excellence in Customer Service

Course Code: 3918

Successful businesses today have a number of key ingredients that collectively contribute to this success. Whether it be outstanding products, great people, value for money or innovation, the overwhelming common denominator evident in all is the ability of the business to make their customers feel special and to deliver outstanding service on a consistent basis.

Objectives of the Course:

This highly interactive course will give delegates the knowledge, understanding and confidence to deliver an outstanding service experience, while at the same time be ambassadors of service, with the skill to coach team members back in the workplace.

At the end of this course delegates will be able to:

- Describe why it is critical for a business to have a customer-centric approach
- Define what an outstanding service experience should look like
- Demonstrate service excellence with confidence
- Identify the link between service and selling
- Recognise the importance of communication and rapport building
- Create a personal action plan that compliments their company's service strategy

Course Content:

Session 1 - Exploring key service responsibilities from a business and employee prospective and understanding how this links to the 'Brand'

Session 2 -

• A practical demonstration of the very best and worst service experiences
• Identifying service barriers & developing a template for perfection

Session 3 - How service enhances that selling experience and the importance of good communication techniques, rapport and body language. Practicing the 'art'

Session 4 -

• The importance of the 'internal' customer and service measures.
• Turning a negative situation into a positive.
• Personal action planning.

Course Starting: To be confirmed - - Location - To be confirmed