Extraordinary Customer Service
Categories: Customer Service
Extraordinary Customer Service

OBJECTIVES:
• To inspire a service culture where professionalism and enthusiasm are fused together
• To build on existing capabilities and re-focus attitudes and skills to meet current and future
challenges
• To know what comprises an extraordinary service attitude and approach
• To develop skills in communication and behavioural flexibility - dealing with different people and challenging situations
• To enhance complaint handling skills - how to turn around upset clients successfully

YOU WILL LEARN:
• Why service should be extraordinary
• Who are your customers?
• The internal customer
• Perception – how do people see us?
• Attitude – there is nothing so contagious as enthusiasm
• Telephone essentials and specific vocabulary.
• Questioning skills and building rapport
• Four POWER points for astonishing influence and impact
• Complaints and why they are gifts
• How to deal with difficult people, angry customers, screamers!
• Recovery strategies when things go wrong
• The 4 levels of service used by all top service providers
• The Five Commandments of Service

Superstars - the traits that make superstars!

WHO SHOULD ATTEND:
The course is for people new to customer service or those who need an injection of fresh ideas. The purpose of this training is to help define service levels and to provide the skills to deliver a world class level of customer service.
 
Course Dates
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Tools
 
Key Details
Duration1 day
 
£295
per delegate