NEW! Maximising Customer Experience Course

Is it right for me?

This course is designed for customer facing individuals. If you are new to customer service, this training will provide you with the structure and fundamental skills required to grow in your role. Equally, it will work well as a refresher for those that are well established in a customer service environment.

In today's highly competitive market place, providing excellent customer service has become more important than ever. Expectations are ever increasing and as a result, delivering the ultimate customer experience is key.

What will I get out of it?

By the end of the course you will be able to:

• Describe what excellent service really means to you and your customers
• Identify the barriers that can impact good service
• Recognise the importance of listening and not making assumptions
• Use key communication skills to project a positive, confident and professional image to customers
• Use techniques and skills to deal with difficult situations

Related courses in our range

• Communicating for Success
• Building Positive Relationships

What does it cover?

What is customer service excellence?

• Recognising customer excellence
• Learning from your experiences as a customer
• Internal v external customer service
• Why customer service is important for the organisation, customers and yourself
• The key skills for providing excellent customer service
• The significance of visual, verbal and vocal communication
• The impact of first impressions
• Rapport building to develop relationships and build trust
• Managing customers expectations and showing genuine empathy

Developing communication skills

• Active listening skills and effective questioning techniques
• Barriers to effective communication

Dealing with difficult situations

• What triggers customer dissatisfaction
• Strategies for dealing with difficult situations
• Handling aggressive and angry customers
• Maintaining an assertive and positive approach

Action planning and reviewing service levels currently provided

• Developing individual action plans for implementation back in the workplace