Customer Service Excellence
- By the end of this course you will be able to:
- Appreciate your interactions at a customer and organisational level
- Understand how customer care works and ways to apply to your customer
- Take ownership and manage customer expectations
- Confidently deal with challenging situations and customers
- Discover the benefits of a positive mental attitude
- Communicate authentically and with confidence
- Interpret both verbal and non-verbal cues
- Broaden your communication tool set to improve rapport and influencing skills
- Examine methods of building rapport and changing attitude and perception through communication tools
- Determine the appropriate method of communication
- Appreciate your interactions at a customer and organisational level
What to expect
- 24 months post training support included .
- Tailored and bespoke programme options .
- Our experienced training and logistics team in the last 23 years have assisted 213,060 people .
- Over 14,264 organisations trained .
- We are rated 'Excellent' on Trustpilot and 98.7% of our customers recommend us .
- Delivery UK wide and international (75+ countries delivered) .
Suitability - Who should attend?
Ideal for those with a background in, or are new to sales and customer service related roles. Professionals looking to refresh and update their understanding of latest customer service trends/best practice.
Training Course Content
Managing Customer Expectations
Customer profiles and their expectationsUnderstanding customer perception
Customer service and it's impact to business
What is customer service?The customer journey
Improving customer satisfaction
Benefits to the business from excellent customer service
Communication breakdown
Typical customer issue scenariosImportance of ownership
The top 3 tools to rebuild communication and trust
Positive mental attitude
Being proactiveSelf awareness and influence on others
Emotional intelligence
Be a powerful communicator
Tone of voiceBody language
Active listening
Being authentic and building rapport
Style of language
Types of communication
Planning a customer interaction
Set the purpose and allocate timeEnsure sufficient research and solutions are in place
Being calm under pressure
Personality typesOwnership of our actions
Knowing how to be assertive but not aggressive
Developing coping strategies
Key course takeaways and agreed next steps
Role play scenariosExamples of excellent customer service, turnarounds
Personal plan of action
Expenses
Prices on application. Contact us for quote.
Request information - obligation free
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Reviews by course attendees
Average rating 4.8
Based on 19 reviews.
Write a review!
Reviews are published according to our review policy.
Owen Studio Keeper
04 Dec 2023
David Receptionist
04 Dec 2023
Great course; no suggestions!
Karlie Accounts & HR
15 Nov 2023
Really insightful
STL
1 Northey Street, 2nd Floor, CA House
E14 8BT London
STL
Helping businesses improve performance with proven learning and development solutions. London-based with a global reach. STL seek to provide an unrivalled value and quality service, enabled by our strong working culture. Our 500+ courses deliver learning solutions across leadership and...
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