Call us on 0845 8725620  

Course Aim

To enable customer facing staff to implement the principles behind world class service and thus exceed customer expectations.

The programme is suitable for anyone within the organisation and benefits from the attendance of staff at all levels. As well as understanding the importance of effective communication and its impact on excellent customer service delegates will also be able to deal with more challenging customers in a professional and effective manner.

Course Objectives

By the end of this course delegates will be able to:

• Demonstrate effective communication skills and understand their impact on delivering world class service
• Explain how to recognise what customers expect in terms of customer service and the implications to all involved if that standard is not met
• Demonstrate how to handle challenging customers

Course content includes:

• What customer care means and why it is important to you
• Identifying our customers expectations
• Internal and external customers
• Standards of performance
• The Disney Experience
• Dealing with customers. Identifying opportunities to provide customer care
• Communication skills.
• Asking questions, listening and understanding customer needs
• Dealing with difficult people and complaints
• Developing assertive behaviour
• Managing customer care
• Putting customer care into practice

How the course works

Delegates are shown the importance of customer care to the organisation, both in terms of improved customer satisfaction and profitability.

Delegates are given the opportunity to recognise that they have a wide range of customers, both inside and outside the organisation.

During the course we look at organisations that have been successful in implementing customer care programmes and identify examples of improved customer service.

The course focuses in on a range of specific customer contacts and delegates are encouraged, with their managers, to set standards of performance that improve the quality of customer care provided. Videos are used to enhance the learning experience.

To find out more click here