CANX - How to Deliver Exceptional Customer Service
This one-day course develops the principles of exceptional customer service. It discusses the importance of exceptional customer service and aids the attendee with the development of a customer service strategy.
Course Type:
Regional or in-company
Learning Format:
Classroom based
Course Duration:
1 day (with optional mystery shop follow-up)
What do you get?
Certification of attendance
Course Overview
This one-day course develops the principles of exceptional customer service. It discusses the importance of exceptional customer service and aids the attendee with the development of a customer service strategy. The course looks at businesses with acknowledged exceptional customer service and those that have suffered reputational damage through continued poor customer service. The course investigates the vital ingredients to understanding what makes exceptional customer service, including cultural change, customer understanding and customer experience.
Who would benefit?
Business leaders, customer service leads and anyone with direct contact with the customer.
Objectives
• Understand the principles of customer service
• Understanding the vital ingredients to delivering exceptional customer service
• Understanding the impact of culture on customer service
• Develop a cultural change plan to support a customer service strategy
• Develop a business winning customer service strategy
• Measurement of customer service
Course Content
• Principles of customer service
• Components of exceptional customer service
• Understanding your customer
• Handling customer issues and complaints
• The future value of referrals
• The impact of culture on customer service
• Changing culture to support exceptional customer service
• Training staff to deliver exceptional customer service
• The value of the ‘Mystery Shop’
• Customer service measurement techniques
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The price of this course is £245.00 + VAT, the price below is inclusive of VAT.
Online registration not available.