Employers

"...offering Exceptional Customer Service training courses in Birmingham, the West Midlands and Warwickshire."

Exceptional Customer Service:

Location: Blossomfield Campus
This course starts on the following date(s)...

• Start date: Various dates available

• Please call 0121 678 7181 for further information

• Duration: A one day training course

Introduction:

Do you recognise that customer service is the key to successful, profitable and enjoyable business, yet feel that your company or the people within it are failing to deliver what is required?
While almost every course we deliver is in response to a perceived problem with the way staff work, your solution will be different because your staff, your environment and your marketplace are unique.
The concept of 'Customer Care' is one that is often used without being implemented properly. But if your company lives up to these claims, you will create better customer relationships and a smoother, more efficient and more profitable operation.
To achieve this, we work with you to define your objectives, the way topics need to be covered, and which skills improvements will be most effective.
The result? Customers will be treated properly by staff who understand the importance of their role and how to fulfil it so as to maximise benefit to the company.

After attending this course participants will have the ability to:

This one-day training course enables delegates to understand the vital importance of customer service to any organisation and assists them to provide exceptional customer service, either themselves or through the actions of their staff.There will be a high level of group participation including practical work and group discussion.

Programme Outline:

What is Customer Service?

• What is Customer service?
• Why is it important?
• What is in it for me?
• Service as a philosophy
• Exceeding Customer Expectations

Who Are Your Customers?

• Internal Customers
• External Customers
• VIP Customers
• Customer Needs

Meeting Expectations

• Timeliness
• Quality
• Consistency
• First Impressions

Standards

• Telephone Handling
• Appearance of Facilities
• Appearance of Self
• Face to Face Contact

Communication

• What is Communication?
• Barriers to Communication
• How We Can Remove Barriers
• Active Listening

Telephone Techniques

• Initial Greeting
• Transferring Calls
• Putting Callers on Hold
• Taking Messages
• Dos and Donts of the Telephone
• Phrases to Avoid

Dealing with Challenges

• If You Do Not Know the Answer
• When You Have to Say NO
• When the Computer is Slow
• Handling Unreasonable Expectations
• Dealing With Skepticism
• When the Information You Need is Not Provided

Dealing with Difficult People

• Coping Strategies: SOFTEN Acronym
• Categories of People and How to Handle Them

Seven Steps to Customer Problem Solving

• Seven steps to Problem Solving
• Problem Solving in Different Situations

The Recovery Process

• How to Recover and Build for the Future

Eliminating Customer Service Problems

• Critical Evaluation
• Informal Surveys
• Focus Groups
• Nominal Group Technique
• Cause and Effect or Root Cause
• Brainstorming
• Benchmarking

Doing Your Part

• Relationships
• Clear Expectations
• Communication Styles
• The Power of Your Behaviour
• Likeability
• How to Feel Powerful in Your Position

Concessionary Course Fees:

There are no concessionary fees for this course. Any fees quoted should be taken as an indication. We reserve the right to make alterations. For information about our fees call 0121 678 7181 or emailenquiries@solihull.ac.uk.

Additional information:

The fee includes tuition materials and refreshments.
For information about transport.