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Group Bookings Available! Receive this training course at your place of work for up to 20 delegates, for as little as £55 per person. Click here for your free quote!
In today's competitive landscape, exceptional customer service is essential for fostering loyalty and driving business success. This course is designed to equip you with the skills needed to provide outstanding service that meets and exceeds customer expectations.
You will learn effective communication techniques, strategies for handling complaints, and the importance of understanding customer needs. We'll explore methods for creating positive first impressions and maintaining professionalism, ensuring you're prepared for various customer interactions.
Whether you're new to customer service or looking to enhance your skills, this training will provide valuable insights to help you thrive in any customer service role.
Who is this course for?
This course is ideal for anyone in a customer-facing role, whether new to customer service or looking to advance their skills. It’s designed for individuals seeking to improve their communication, problem-solving, and professionalism to deliver exceptional customer experiences across industries.
Objectives
- Recognise what customers expect and the consequences of not meeting those expectations.
- Learn essential skills for excellent service, including effective questioning, active listening, and rapport building.
- Acknowledge how your behaviour impacts customer relationships and the importance of empathy.
- Create strategies to make strong first impressions and enhance customer relationships.
- Acquire techniques for effectively handling and resolving customer complaints.
- Understand customer service's role in business success and the key principles guiding effective delivery.
- Explore the significance of meeting or exceeding customer expectations to encourage loyalty.
- Learn how non-verbal cues affect perceptions and how to project a positive demeanour.
- Gather and analyse customer feedback to improve service quality.
- Understand how tools like CRM systems and social media can boost service effectiveness.
- Develop strategies to maintain a customer-centric organisational culture that emphasises exceptional service.
Course content
- Understanding Customer Expectations and Needs
- Effective Communication Skills
- Creating Positive First Impressions
- Self-Awareness and Personal Development
- Managing Customer Perceptions
- Handling Complaints and Difficult Situations
- Cultural Sensitivity and Inclusivity
- Customer Retention Strategies
- Time Management in Customer Service
- Product/Service Knowledge
- Upselling and Cross-Selling Techniques
- Professionalism and Ethics
- Using Technology in Customer Service
- Professional Telephone Skills
- Writing Complaint Letters
- UtilisationFeedback Collection and
- Role-Playing and Simulations
