The Purpose of the Course
This workshop will challenge your thinking about customer service excellence. In exploring the concept of Moments of Truth and applying this to every aspect of your work, we can all begin to take responsibility for customer care. The benefits of creating customers who are delighted with our service are clear – they come back to us again and again while also telling others about their great experiences!
Benefits for your organisation
Whatever your business, your customers have both power and influence in the current commercial climate. Yet consistently delivering customer service excellence can be a real challenge for many when customers’ expectations are high. Every single member of the company has a part to play in customer service excellence, even those behind the scenes. Attending this workshop will focus your employees on the steps they can take towards attaining customer service excellence.
Who is this course for?
This practical workshop will help front line staff who may be unaware of the full range of concepts that together generate excellence service for their customers. It will also raise awareness of those people who support their front line colleagues and help them see that every member of the organisation has a part to play in developing a reputation for customer service excellence.
Topics Covered:
• Understanding customer service excellence – moving from satisfaction to delight!
• The power of word of mouth and the value of customer feedback
• Is the customer always right? – recognising customers needs and expectations
• Moments of Truth – identifying, analysing and managing the key factors in your business
• Understanding the skills and behaviours needed for customer service excellence
• Learning from examples of good and bad service – applying that learning in your business
• Tips and techniques for handling complaints
• Recognising the ongoing nature of service expectation
By the end of the course, delegates will be able to:
• Recognise the difference between customer satisfaction and customer delight
• Understand what they personally can do to improve customer relations within their company
• Identify the key factors that influence customer perceptions of service
• Begin to anticipate customers expectations as well as respond positively to them
• Begin to build great relationships with every customer with whom they come into contact
• Positively influence the customers’ experience to generate and utilise positive word of mouth
Non-Members Price £220 + VAT
Members Price £170 + VAT
