Art of Amazing Service

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Total time

Art of Amazing Service

Perpetual Solutions
Logo Perpetual Solutions
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Description

Course Description:

Do you want to be able to delight your customers every time they deal with your organisation?

Do you want to develop strategies that will help you to consistently provide the best possible service?

The ability to deliver a service that will 'delight your customers every time' will help to give your company a vital competitive edge. However, if the image of the organisation is to be enhanced, then individuals will have to meet the challenge of providing the best customer service available; and that usually requires improvements to the service customers presently receive.

You will benefit from this course if you deal with external customers face-to-face and over the telephone.

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Frequently asked questions

There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.

Course Description:

Do you want to be able to delight your customers every time they deal with your organisation?

Do you want to develop strategies that will help you to consistently provide the best possible service?

The ability to deliver a service that will 'delight your customers every time' will help to give your company a vital competitive edge. However, if the image of the organisation is to be enhanced, then individuals will have to meet the challenge of providing the best customer service available; and that usually requires improvements to the service customers presently receive.

You will benefit from this course if you deal with external customers face-to-face and over the telephone.

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

  • Explore the importance of customer care and know how to develop a customer care charter
  • Identify what makes customer care count and set personal customer care goals
  • Solve problems on behalf of your customers and know how to handle complaints effectively
  • Enhance communication skills which will enable you to achieve the results you want
  • Develop strategies for measuring customer satisfaction and identify ways of implementing change in response to customer needs.

This course includes the following modules:

Course Topics

  • Personal objectives for the course.
  • Who are our customers?
  • Moving from an Us focus to a Customer focus.
  • Customers reaction to service.
  • Structuring a conversation with a customer.
  • Levels of communication.
  • Questioning skills.
  • Listening skills.
  • Gaining insight.
  • Projecting a positive, take action, attitude.
  • Using appropriate language.
  • The transactional analysis model.
  • Dealing with customer complaints.
  • Developing a customer service policy.
  • Completion of a personal action plan.

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There are no frequently asked questions yet. If you have any more questions or need help, contact our customer service.