Customer Service Excellence

In today’s economic environment most organisations and their people face constant pressure to continually deliver  a value for money and exceptional level of service to a customer population that has ever increasing levels of expectations and requirements. Whilst many of us understand and deliver the basic necessities of traditional customer service practices there are times when we have to deal with more challenging customer situations and customer behaviours.

In our Customer Service Excellence workshop, we will help you to review and develop effective communication skills that can be used in any customer interaction, face to face, over the phone or in writing, to enhance the outcome. This is a highly interactive, experience-driven training class; you will not only have the chance to review your current customer service practices but will also be introduced to new models, skills and strategies that can be applied to even the most difficult customer interactions. You will have the chance to practice these in a safe environment before you take them back to your workplace.

Objectives

Learning Outcomes

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

1. Describe the customer supplier relationship in your organisation
2. Describe and apply a model for all customer relationships
3. Describe the behaviours required to create positive outcomes for your customers
4. Identify 6 customer behaviour types and how these can be effectively accommodated
5. Identify how you personally affect the customer relationship
6. Develop a strategy for challenging inappropriate customer behaviour
7. Identify and use a range of communication skills in a number of settings

04/06/2013 09:15 - 16:30