The Whole Thing reserves the right to alter dates, content, venue and the trainer for each course with reasonable notice.

CERTIFICATION

This course is CPD Certified with each day equivalent to 6.5 hours of CPD

 Customer Service Fundamentals that Produces Great Customer Satisfaction, Customer Retention and Great Results

WHO SHOULD ATTEND?

All employees in the organization that want to improve their customer service competency so that they can get the very best results from their leadership, teams and colleagues in pursuit of best customer satisfaction, maximum value and the organization’s goals.

COURSE DESCRIPTION

Customer satisfaction through customer service excellence is a means to positively differentiate your organization from your competition. Satisfied customers usually return and buy more, they tell other people about their experiences, and they may well pay a premium for the privilege of doing business with an organization they trust. Great customer satisfaction improves relationships at work, increases your customer retention and encourages new customers to buy. Mastery of customer service builds organization value and drives sustainable business growth.

Customer Service Fundamentals is a straightforward proven approach to getting customer satisfaction through best customer service practice. The program covers the fundamentals of customer service by understanding what it feels like to receive really poor customer service through a ‘heart and minds’ activity. The program takes a holistic view of customer satisfaction and introduces the delegate to the knowledge, skills and attitude required for you to behave effectively and confidently with any customer for great results.

The program is well researched, knowledge-based and designed with the individual learner at the centre of the learning process which means that the course is extremely interactive and practical.

COURSE OBJECTIVES

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

✓ Determine customer satisfaction through customer service excellence

✓ Determine customer experience (perception)

✓ Provide insights into the drivers of customer satisfaction

✓ Develop fundamental customer service tools and techniques

✓ Produce drive to self-develop in customer service excellence

✓ Produce positive impact on the overall performance of each delegate and the organization

COURSE CONTENT

Understand Customer Service

• Hearts and Minds
• What is ‘Customer Service’
• Elements of Customer Service
• The Benefits of Customer Service Excellence
• Characteristics of Great Customer Service
• Activity – discussion, gathering examples of poor & excellent service

Understanding Customer Loyalty

• Who are Your Customers?
• Activity – assessment of your perceptions of your customers & theirs of you
• Customer Satisfaction versus Customer Loyalty
• Tools and Techniques to Lift Your Customer Services
• Understanding Your Customers
  • Your Customer is Your Final Inspector!
  • Customer Needs and Expectations
  • Your Perception Points
  • Sustainable Competitive Advantage
  • Adding Service Value

Communicating with your Customers

• Communication Skills in Customer Service
  • What Influences How We Communicate?
  • Building Rapport
  • Verbal/non-verbal Communication
• Choosing our behaviour and being assertive
• Activity – identify how assertive you are
• Listening & Questioning Skills
• Activity – answer questions after listening to a story
• Activity – review types of question appropriate for use with your customers
• Using Feedback to your Advantage
• Activity – gather examples of feedback from customers

Key Learning Review

• Group discussion and professional feedback to consolidate key learning. Delegates will leave the day with a list of development activities to improve their customer service back at work.

IN ADVANCE

Each delegate will be asked to complete a pre-course questionnaire to determine their individual learning objectives. These will be used by the trainer to give on track training that is focused on the individual learner attending.

The most appropriate training format, content and approach for this course will be discussed with you prior to the start of your course.

ON-TRACK FOR GROWTH

The individual leaves this program with a Personal Action Plan to encourage immediate transfer of training to the job.

REGISTER FOR THIS COURSE

To register for this course please review the grey box above. If no public course is listed or the location and dates shown don’t suit you then please request a proposal for this course either as a public training course or if you have 6 delegates or more as an in-company training course.

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