Course description
Exceptional Customer Service
Suitable for those new to customer service or who want to be energised with an injection of motivation and new ideas. Keeping customers happy while remaining stress-free yourself is a key business skill, especially vital right now. Addressing current issues you will learn how to feel great giving your customers a world class service so they keep coming back and recommending you and your company to others.
Training Course Content
Module 1: Customer Service – Getting it Great and Getting it Right
You will learn:
- Delivering the first-class service your customers want
- 4Ps of customer service that make a difference
- Projecting the right image – your brand matters
- Analysing your customers’ moments of truth
- Action points
Pre-course – consider times when you have received a negative and an exceptional customer service
Module 2: Telephone Skills – Tone, Pace and Techniques
You will learn:
- They can’t see you! Developing an empathetic and positive telephone style
- Best practice techniques for handling different types of calls
- Projecting the right attitude – OK Corral – sound like it matters
- Dealing with difficult callers – are they sad, stressed, angry and anxious
Pre course - to consider how you handle calls at present and a difficult call scenario to share
Module 3: A Positive Mental Attitude – Keeping Yourself Sane
You will learn:
- How to plan a completely proactive and positive approach
- Controlling your inner dialogue
- Pessimistic v optimistic mindset, recognise and deal with yours
- Being solution focused – a path that works for you and your customer
- Action points
Why choose GBC Learning & Development
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Expenses
Course Price: £360 + VAT
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GBC Learning & Development – Invest for High Performing People
Practical yet inspiring topics, comprehensive content, and passionate trainers. Tap into the expertise of our trainers who have a wealth of experience in business, coupled with an understanding of how people learn and put their learning into practice in the...