Customer Service Excellence
As the name of the programme suggests customer service needs to be excellent and not just good. To make that an easy objective for your service team the programme is extremely practical, fun and interactive. It taps into the communication barriers we face daily and how to turn situations around by going the extra mile to achieve excellence. Not available as a Public Course.
Excellent customer service can position your organisation as number one or not. The average margin for victory between first and second place in car racing for the past 10 years has been 1.54 seconds. However the prize money for second place was less than half the winner’s!
Identify the different social styles and behaviours and explain how they are used in social situations
Identify the needs of their customers and explore ways to meet those needs and exceed expectations
Practice skills required to achieve service failure recovery
Understand the benefits to be gained from consistently excellent service
List practical ways to be more effective with time management
Practice making a great first impression and learn how to communicate effectively
Consider ways to prevent complaints and apply effective complaint handling skills in a role-play