Achieving excellence in customer service
This highly practical two-day workshop is designed to focus on the practical day-to-day skills required to deliver great customer service to your customers when you talk to them either face-to-face or on the telephone.
The focus for the programme is a model which outlines the stages in the customer interaction from preparing to talk to your customers, greeting them when they arrive at your premises or call you on the telephone, asking the right questions to be able to understand what they value as well as their needs and wants and being able to define and offer solutions to meet those needs.
Also the programme provides some tips and techniques to enable service providers to be able to deal effectively with customer complaints either face-to-face or on the telephone.
By attending this workshop delegates will be able to:
- Apply a reliable process for interacting with customers either face-to-face or on the telephone
- Apply a range of practical on-the-job skills at each stage of their interaction with customers to ensure customer satisfaction is achieved
- Communicate effectively with customers to be able to understand their needs and provide a range of options for meeting those needs
- Effectively handle customer complaints in difficult customer situations either face-to-face or on the telephone and using a range of practical skills
Course content
The importance of customer service
- Definition of our customer base
- Internal, external and intermediate customers
- What is good customer service
- The impact of attitude and behaviour
- The impact on business results
- Customer loyalty and retention
- The basic principles of good customer service
Communication in a service situation
- What, to whom and how to communicate
- The content - the words and the message
- Skills and behaviours
- Barriers to communication
- Consequences of ineffective communication
- Methods of communication
- Key communication skills
Delivering good customer service
- The stages of customer interaction
- Greeting
- Understanding
- Delivering
- Retaining
- The skills, attitudes and behaviours required at each stage
- Preparing for customers
- Welcoming effectively
- Providing assurance
- Effective listening
- Effective questioning
- Providing optional solutions to meet customer values and expectations
- Involving the customer throughout
- Reaching agreement
- Keeping customers
Customer complaints
- Handling difficult customer situations
- The service recovery process
Dealing with customers on the telephone
- Using positive language and positive framing
- The power of your voice
- Other aspects of voice tone and inflection
- Conversational control
- Dealing with difficult questions/conflict on the telephone
Who should attend?
Anyone whose job involves interacting with customers in a service situation either face to face or on the telephone
Course style
- Trainer presentations
- Discussions and delegates' participation throughout
- Group exercises/workshops/role-plays
- Highly interactive and using accelerated learning techniques
Course timetable
Day 1
9:00 am to 5.00 pm with 1 hour for lunch and 2 coffee breaks (am and pm)
Day 2
9:00 am to 4:30 pm with 1 hour for lunch and 2 coffee breaks (am and pm)
Pre course requirements
No specific knowledge or skills are required
Venue
The CQI, Hyde Park Corner, London. See Inside the CQI for more information about the venue.