Exceptional Customer Service

How to deliver exceptional customer service first time and every time

Overview

We all know that keeping customers happy is vital.  In our fast-paced world, customers have ever increasing expectations that service will be quick, personal and available whenever they want it. Providing a good service is harder than ever.  And is good, good enough? Customers expect and deserve to have their needs met and their expectations exceeded.

This course outlines steps you need to take when serving customers face-to-face, or over the phone to deliver a consistently excellent customer experience.

What you'll learn

  • What exactly is good customer service?
  • Practical ways to find out what your customers want from each interaction
  • How to get it right first time and every time
  • What to do before, during and after every customer interaction
  • Ways to build loyalty and maintain relationships with customers
  • How the key communication skills for customer service, whether in person, on the phone or in writing will make you and your business stand out.
  • How to deal with difficult situations and complaints
  • What to do when you can't give the customer what they want
  • Are you set up for success?  Do you have the right culture, mindset and processes to support your customers?
  • When the customer wins - everyone wins - how to have a winning mentality!

Who is it for?

This course would be equally beneficial for front line customer service agents and customer service team leaders.  It would also benefit people working in small, growing businesses who need to take a more structured approach to customer service.

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Your facilitator

Stephen Whitton

Stephen is a passionate and engaging facilitator in all areas of communication and customer service training and development.

Having worked across many sectors including Automotive, Public Sector, Charities and Financial Services, he delivers programmes which put the participant first, and focus on inspiring changes in behaviour and attitudes.

He loves to add value through ensuring that serious messages and results are delivered through fun and interactive training that is remembered and sustained.  His career has combined experience of running a large business in a competitive market with delivering customer service training to over 1000 learners, and he loves to share the lessons he's learned in a way that is fresh, relevant and easy for participants to implement in their own roles.

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