Deliver Amazing Customer Service
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, this will be supported with the help of 'Forum Theatre' and professional actors.
Public courses use pre-agreed scenarios and filmed actors, private courses have the option of using live actors and your own scenarios agreed up front.
The course will provide you with the confidence and skills to provide amazing customer services
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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.
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.
- Deliver amazing customer service
- Dealing with difficult situations
- Staying calm under pressure
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
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