Going the Extra Mile - Achieving Excellence in Customer Service
In association with  | |
| One-day course | |
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London - 10 Dec 2008, 2 Mar 2009, 28 May 2009, 29 Jun 2009 |
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| Edinburgh, London | £529 + VAT |
In brief:
This one day course equips you with the skills to deliver consistent service excellence at every customer 'touch point'. It will also enable you to handle difficult situations and achieve increased customer satisfaction and loyalty.
Companies that offer differentiated, reliable and customer-friendly service have a distinct competitive advantage. Because customers have become more demanding, no longer do they choose speed, quality or price - they now expect all three. This course focuses on the key actions required to achieve real excellence in customer service. The key to customer handling is practice, so you will be encouraged to use real life examples from your place of work to see how you can improve the quality of customer service you provide. You will also take away a CD containing guidance notes and templates to use, to help you assess your behaviours when working with your customers.
Designed for:
Those with some experience within a customer service role, either to internal or external customers, who are looking to further develop their skills.
Training highlights:
- Understand your role in achieving a differentiated branded customer experience
- Understand how to shape and deliver your customers’ expectations
- Identify the relationship between effective communication and customer loyalty
- Handle customer complaints and objections successfully, using new tools, tips and techniques
- Maintain a positive, customer-focused attitude, even in challenging situations
- Deliver consistent service excellence at every customer 'touchpoint'
This event is CPD accredited.
