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Level 1
1 Day
For front line staff who want to exceed their customer’s expectations
and identify areas for improvement.
Course Aims
This course is designed to provide front line staff with the knowledge
to provide improved customer service and assess current strengths
and development areas.
Course Outline
- Identify and set standards for excellent customer
service
- Learn how to diffuse difficult situations
- Turn complaints into opportunities
- Understand the effects of non-verbal communication
(body language) on customer service
- Identify areas for personal and organisational
improvement
- Explain the benefits of effective teamwork.
Benefits of Attending
- Increase customer service awareness
- Improve levels of customer service
- Identify development areas and the tools to overcome
them.
Level 2
1 Day
For managers, team leaders and supervisors to raise the awareness
of their role with regards to customers and the relevance of customer
service excellence.
Course Aims
This course is designed to draw on participant’s experience,
knowledge and the skills required for managing the delivery of customer
service and identify areas of personal development.
Course Outline
- Identify and set standards for excellent customer
service
- List the factors that work against providing excellent
customer service
- Explain how good leadership and teamwork can enhance
customer service
- Identify the skills and competencies required by
managers of customer service
- Identify areas for personal and organisational development
- Outline the motivational techniques and leadership
skills required to inspire employees
- Personal action planning.
Benefits of Attending
- Increase awareness of customer service
- Outline the skills required to exceed customers
expectations
- Achieve customer service excellence.
For Further Information
For details of dates when this course will be running, or to arrange
a similar in-house programme, click
here. |
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