Exceptional Customer Service

This Customer Service Training Course gives you the skills to deliver the highest standards of service time and time again. Through targeted topics and tried-and tested-techniques, it guides you on how to develop a positive, friendly and professional approach.

COURSE CONTENT

• Service Principles
• Serving ‘Captive’ Customers
• Defining Service Standards
• What Signals Are You Sending To Customers?
• Recognising Customer Preferences and Adapting Accordingly
• Communicating Believably and Building Trust
• Voice Factors
• Advanced Language Skills
• Confidence in Body Language
• A ‘Can Do’ Approach
• Active Listening Skills
• Questioning Techniques
• Strategies for Adding Genuine Value
• Avoiding the Temptation to Divulge Negative Information

FOR WHOM:

Customer Service Staff, Customer Service Agents, Reception Staff, Administrators, Call Handlers, Telemarketers, Consultants, Supervisors, Team Leaders, Managers.

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.