Customer Service Excellence

Customer Service Excellence

Customer Service Excellence Overview In today’s competitive markets, high quality customer service determines the winners and losers.

This course provides you with the tools and techniques needed to ensure excellent customer relationships and service are maintained.

Who is it for?

Specifically designed for front-line and support staff that provide a service to external and internal clients. This can be by using the phone or face-to-face interaction.

What you will learn:           

The principles of customer care and how to improve it Identifying who your key customers and stakeholders are Establishing the key priorities and preferences of your customers The three ‘Vs’ of communication and the consequential impact on customer interaction The importance and impact of communication in customer facing relationships How to improve your own communication style Staying effective on the telephone using the etiquette How to build long-term relationships through active listening and support Managing different customer behaviours Using the four steps to develop a more assertive behaviour Create a personal action plan to improve your customer-service skills

Benefits of attending – You will be able to:   

Identify what customer care is Deliver a more professional service to exceed customer expectations Evaluate current practices and improve overall levels of service

Duration: 1 day Ref: GCFFS

To book onto this course, or to find out further information, please call 0800 022 3410. All bookings subject to the Capita Terms and Conditions. © Capita Learning & Development