Delivering Customer Excellence.
This workshop gives delegates an opportunity to really assess whether they are offering “customer service” or “customer excellence” - Delivering excellence in customer service is not easy.
The term “customer service” has been around for a long time, but what does it actually mean? For most of us we can all recall a time where the level of service we received didn’t live up to our expectations!
Handling difficult customers, complaints or unusual requests can be a tough (and often thankless) job. By identifying the core values of your business we will be able to develop a tailored programme that is relevant to your organisation, your staff and most importantly your customers.
All of our training programmes are written specifically for our clients, but here is an overview of the content we are usually asked to cover:
These workshops can be delivered over one or two days to groups of up to ten people at your premises at a time to suit you and your staff.
Handling difficult customers, complaints or unusual requests can be a tough (and often thankless) job. By identifying the core values of your business we will be able to develop a tailored programme that is relevant to your organisation, your staff and most importantly your customers.
All of our training programmes are written specifically for our clients, but here is an overview of the content we are usually asked to cover:
- Values and Beliefs - threading company values through a customer service strategy
- Understanding the customer
- What is professionalism?
- How customers behave and make decisions - how to spot and manage behavioural traits
- The customer journey
- Defining the process for customer service - Do’s and don’ts!
- Eliminating bad habits
- Telephone Skills
- Using your company values to drive professionalism over the phone
- How to properly structure a telephone call
- Confidence vs aggressive call manners
- How to open a call properly
- Controlling a call
- Managing the duration of a call
- Open and Closed questions - when to use which
- Professional manner - what is it?
- Asking for more business
- Active Listening techniques
- Dealing with difficult situations
- Dealing with people who speak another language
These workshops can be delivered over one or two days to groups of up to ten people at your premises at a time to suit you and your staff.
Delivered by.
Chris Butler - Specialist in Sales & Business Development Training and Management Coaching
Click Here to find out more about Chris.
Click Here to find out more about Chris.
Timings.
Half or Full Day.
Cost.
Price on application.
Locations.
We work at any suitable location UK and Worldwide. If you have a venue then great! If not, we offer FREE venue finding.
Here are some links to venues in the UK:
London
South East: Berkshire, Buckinghamshire, Hampshire, Kent, Oxfordshire, Surrey, Sussex
East: Bedfordshire, Cambridgeshire, Essex, Hertfordshire, Norfolk, Suffolk
South West: Gloucestershire, Bristol, Wiltshire, Somerset, Dorset, Devon, Cornwall
West Midlands: Herefordshire, Shropshire, Staffordshire, Warwickshire, West Midlands, Worcestershire
East Midlands: Derbyshire, Leicestershire, Lincolnshire, Northamptonshire, Nottinghamshire, Rutland
Yorkshire, Humberside & North East: County Durham, Humberside, Northumberland, Yorkshire
North West: Cheshire, Cumbria, Greater Manchester, Lancashire, Merseyside
Northern Ireland | Scotland | Wales
Here are some links to venues in the UK:
London
South East: Berkshire, Buckinghamshire, Hampshire, Kent, Oxfordshire, Surrey, Sussex
East: Bedfordshire, Cambridgeshire, Essex, Hertfordshire, Norfolk, Suffolk
South West: Gloucestershire, Bristol, Wiltshire, Somerset, Dorset, Devon, Cornwall
West Midlands: Herefordshire, Shropshire, Staffordshire, Warwickshire, West Midlands, Worcestershire
East Midlands: Derbyshire, Leicestershire, Lincolnshire, Northamptonshire, Nottinghamshire, Rutland
Yorkshire, Humberside & North East: County Durham, Humberside, Northumberland, Yorkshire
North West: Cheshire, Cumbria, Greater Manchester, Lancashire, Merseyside
Northern Ireland | Scotland | Wales
Who we work with.
Let's build a great team.
Call us now on +44 (0)1905 330660 or email us through the form below to get started.
