Delivering Excellent Customer Service

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Overview:

This workshop is designed to provide delegates with a comprehensive understanding of what the essential elements that contribute to excellent customer care are, with emphasis on the importance of identifying and engaging the right skills, mindset and attitudes to deliver outstanding customer service and care in any situation.

Learning Outcomes:
Be able to describe what excellent customer care looks like
Recognise and neutralise barriers that can impact on delivering consistent good service
Identify the skills and attributes that lead to excellent service delivery
Identify areas for personal development and improvement

Workshop content:

What is excellent customer service?

• Syndicate group exercise to debate and identify key characteristics
• Consider own personal standards
• Develop a consistent provision

Essential skills and attributes:

• Understanding customer needs and customer profiles
• Excellent communication – active listening and effective questioning
• Having a positive and confident manner
• Knowing your product and industry

Dealing with complaints:

• How to turn a potential negative experience into a positive one for the customer
• The benefits to proactively dealing with complaints
• Group syndicate work looking at a range of complaint scenarios and deciding on the most appropriate action to take

Telephone and verbal communication skills:

• The 5 vital points for verbal communication
• How communication is broken down

The workshop will be supported with detailed handouts and e-resources.

Suitable for:
Anyone who is employed in a customer care role or has to interact with customers, either internal or external, as part of their overall role.

Duration:
This course can be delivered as a half day session or a more in depth full day session

Cost:
£75 per person half day. £125 per person full day

Zodiac can also design and deliver bespoke workshops and training programmes to support individual business training needs as required.