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Courses > Business Skills Courses > Delight the Customer - Exceptional Customer Service
 
   
 
Delight the Customer - Exceptional Customer Service
 
Target Audience:  

This course is suitable for anyone who has regular contact with “customers” in face-to-face situations and would like to understand and improve their service skills.

  
   
Objectives:  

The course will allow delegates to understand their own and others’ behaviour in order that they can engage, interact and communicate with customers and colleagues effectively.

  
       
 
       
     
  Duration: 1 Day
  Cost: £225 + VAT
     
 
  Course Date Location
  13/04/2012 Liverpool
  08/05/2012 Bradford
  18/07/2012 Liverpool
  03/08/2012 Bradford
  02/10/2012 Liverpool
  06/11/2012 Bradford
         

Module One - Introduction

  • How Do We See Customer Service

  • The Cost of Good & Bad Customer Service

  • The Value of Exceptional Customer Service

  • The Impact of ‘Word of Mouth’ & ‘Word of Mouse’ Feedback
 

Module Two - Communication & Interpersonal Skills

  • Johari’s Window

  • Creating a Positive First & Last Impression

  • The Barriers to Effective Communication

  • Overcoming Barriers to Communication

  • The Art of Listening

  • Effective Questioning Techniques

  • The Information Funnel
 

Module Three - Developing Your Skills

  • Identifying & Exceeding Customer Expectations

  • Techniques for Building Rapport

  • Building & Maintaining Effective Relationships

  • Giving & receiving Information

  • Verbal & Non-Verbal Communication

 
 
   

Module Four - Difficult Customers 

  • Why We Lose Control

  • Taking Responsibility to Fix the Problem

  • Turning Negative Situations into Opportunities

  • Angry Customer Types

  • Handling Different Customer Types

 

Module Five - Problem Solving

  • Realistic, Honest Solutions

  • Agreeing Timeframes

  • Problem Solving Techniques