Deliver Amazing Customer Service

Remember the customer is always right...
Overview

An interactive and practical one day course that covers the fundamental principles of good customer service, techniques for communicating effectively with customers and dealing with difficult conversations. The course draws upon best practice, delegates’ personal experiences and uses real examples and case studies to bring the subject matter alive and ensure its relevance. The course will provide you with the confidence and skills to provide amazing customer services 

Course Code
Q1ClaMana184
Duration
1 Day
Delivery Style
Classroom
Course Type
Public or Private
Max Delegates
12
Available as Nutshell
No

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Purpose of this course

In our world today we are all a customer of some description, in the traditional sense of going into a shop through to being an internal customer within your company of say the IT department.  This course will help people in all those situations delivery amazing customer service and hopefully ultimately have happy and returning customers.

Who is this course for

Anyone in a customer facing role or who communicates with customers as part of their role, in particular those who are in customer support, customer service or service desk roles. 

You will learn how to
  • Deliver amazing customer service
  • Dealing with difficult situations
  • Staying calm under pressure
What is excellent customer service and how can it be delivered?

Explain what good and bad customer service looks like

Delegates and trainer to provide examples from their own and other organisations of good and bad customer service

Describe triggers for customer dissatisfaction

From the examples provided a list is produced of the triggers for customer dissatisfaction

Explain the core components of good customer service and behaviours associated with these

From the examples provided, a list of the core components of excellent customer service is drawn up

Explain how organisations can ensure excellent customer service through establishing the right culture and appropriate service provision

A list of organisational behaviours that enable and facilitate good customer service is produced

Explain how individuals can ensure excellent customer service 

A list of individual behaviours that enable and facilitate excellent customer service is produced 

Delegates observe and reflect upon skills, qualities and techniques and for providing amazing customer services

Communicating effectively with customers 

Explain the importance of listening empathetically

Delegates first understand and then practise the art of listening empathetically

Explain how to build rapport during a conversation

A list of techniques and behaviours that build trusting and productive relationships with customers is produced

Delegates learn about the four primary personality types and how to interact with each of them effectively, as well as understanding how their own type might impact on others   

Explain assertiveness and techniques for assertiveness  

Assertiveness is defined and techniques for remaining assertive during customer conversations are explained

Dealing with difficult people and difficult conversations

The triggers for the fight or flight mechanism are identified

Delegates observe and reflect upon techniques and behaviours for dealing with customers in difficult situations

Reflect on your own experiences of conflict and step into the other party’s shoes

Prerequisites

None.

About the Lead Trainer

Adam Montgomery heads up our leadership and management portfolio and is wildly passionate about developing people. He has over twenty years’ experience in the training industry, has set up and ran two businesses, worked at director level with many customers, led and grown organisations, been a professional stand-up comedian, is an inspiring public speaker and is currently writing a book on the challenges of IT management.