Customer Service Excellence

Face to face / Online public schedule & onsite training. Restaurant lunch included at STL venues.

From £470 List price £650

1 day Instructor-led workshop
Courses never cancelled
Restaurant lunch

A recent report* found that out of six primary reasons for customer loyalty, excellent customer service was second only to the quality of product/service. Achieving and maintaining excellent customer service is essential for any business seeking a competitive edge.

*Source - Portal

Who is this course for?

Ideal for those with a background in, or are new to sales and customer service related roles. Professionals looking to refresh and update their understanding of latest customer service trends/best practice.

Benefits

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

Appreciate your interactions at a customer and organisational level
Understand how customer care works and ways to apply to your customer
Take ownership and manage customer expectations
Confidently deal with challenging situations and customers
Discover the benefits of a positive mental attitude
Communicate authentically and with confidence
Interpret both verbal and non-verbal cues
Broaden your communication tool set to improve rapport and influencing skills
Examine methods of building rapport and changing attitude and perception through communication tools
Determine the appropriate method of communication

Course Syllabus

Managing Customer Expectations

Customer profiles and their expectations
Understanding customer perception

Customer service and it's impact to business

What is customer service?
The customer journey
Improving customer satisfaction
Benefits to the business from excellent customer service

Communication breakdown

Typical customer issue scenarios
Importance of ownership
The top 3 tools to rebuild communication and trust

Positive mental attitude

Being proactive
Self awareness and influence on others
Emotional intelligence

Be a powerful communicator

Tone of voice
Body language
Active listening
Being authentic and building rapport
Style of language
Types of communication

Planning a customer interaction

Set the purpose and allocate time
Ensure sufficient research and solutions are in place

Being calm under pressure

Personality types
Ownership of our actions
Knowing how to be assertive but not aggressive
Developing coping strategies

Key course takeaways and agreed next steps

Role play scenarios
Examples of excellent customer service, turnarounds
Personal plan of action

View dates & prices

"What do I get on the day?"

Arguably, the most experienced and highest motivated trainers.

Face-to-face training

Training is held in our modern, comfortable, air-conditioned suites.

Lunch, breaks and timing

A hot lunch is provided at local restaurants near our venues:

Bloomsbury
Limehouse

Courses start at 9:30am.

Please aim to be with us for 9:15am.

Browse the sample menus and view joining information (how to get to our venues).

Refreshments

Available throughout the day:

Hot beverages
Clean, filtered water
Biscuits

Online training

Regular breaks throughout the day.

Learning tools

In-course handbook

Contains unit objectives, exercises and space to write notes

24 months access to trainers

Your questions answered on our support forum.

Training Formats & Services

On a public schedule at one of our
London training venues.
On-site at your company office UK wide
Near-site, at a location close to you
Tailored courses to your requirements
Productivity Training Programs
Consultancy

Bespoke one-to-one
Rollout
TNA

Upgrade
Case studies

Summary

Benefacto

Lucy Hayim,
Head Of Operations

I think we will all leave the session today with some incredibly useful learnings on how we can improve our quality of service as a company, but it has also helped us to reflect on our own qualities and areas for development in a open and friendly space. Alison has been amazing at listening to each team member and providing some specific areas of guidance.

Customer Service Excellence

Hadlow College

Louise Macfarlane,
Employability Coordinator

Andrew was a fantastic trainer, his enthusiasm and knowledge on the subject got everyone involved and willing to participate and have a laugh together, which was great as we didn't all know each other to begin with. Andrew's little anecdotes of interesting studies and information relating to the training was fantastic. Very pleased!

Customer Service Excellence

WIKA Instruments Ltd

Tanya Deacon-Jackson,
Customer Service Team Leader

No improvement suggestions. Just wanted to say it was a great course with good content and was very interactive which is always a good thing.
Thank you!

Customer Service Excellence

More testimonials

Learning & Development Resources

Soft Skills Blog

Infographics

Customer Service Excellence

Customer Service - Why it Matters to Sales and How to Improve

Training manual sample

Below are some extracts from our Customer Service Excellence manual.

Customer Service Excellence

What is the perfect customer?

Focussing on the customer and their experience

Keeping the customer at the centre of our planning and processes is a sure way to deliver improved customer service. A great way to do this is to step into your customer’s shoes. An interesting place to start (and one we don’t often have the chance to consider) is what would a 'perfect' customer be to you and your organisation.

This is a useful conversation to have with your team and worth taking your time to explore in some detail.

The customer journey

Following your customer's footsteps

To truly understand what your customer experiences when they engage with your organisation you need to do more than just step into someone’s shoes. You need to walk with them too.

A customer journey is a map that shows the sequence of interactions a customer has with your organisation in order to pursue their goal. The sequence should show the order, the time taken, how much time separates each interaction. The quality of customer experience at each point should also be measured.

This journey may be a physical path the customer follows, it may be an online process or a hybrid of both.

In recording the journey focus on capturing the most significant 'touchpoints' where the customer actually interacts with your organisation. Only record points from the perspective of the customer and disregard your organisation’s internal processes.

The mapping process itself is a useful team activity. By working together as a team the discovery process encourages shared understanding. It also helps find and resolve misunderstandings and gaps in knowledge (or process).

Key points to consider when creating a customer journey map:

Be clear about the customer goal (what do they really want) in this interaction
Track the time between teach touchpoint (is it too delayed / too fast?)
Measure whether expectations are met or not and by how much

Where expectations have not been met explore what would make a positive difference for the customer - use the five dimensions as a guide:

Reliability
Tangibles
Responsive
Assurance
Empathy

Consider what we need to do in order to meet or exceed customer expectations at each touchpoint. This may involve changing, replacing or removing touchpoints.

The following pages introduce a range of techniques and strategies that can improve customer experience.