Delivering Service Excellence

This is a one-day interactive, training programme designed for front-line staff who provide a service to customers face-to-face or on the telephone. We can deliver this as an in-house training programme, or brief your trainers to enable them to deliver it to your employees and provide all of the required training materials.

Learning outcomes

The training programme aims to enable participants to:

• identify what their organisation has to offer customers
• understand who their customers are and what they need and expect
• meet, manage and, whenever possible, exceed customer expectations
• identify the key elements of customer service excellence
• create a positive impression on customers and enhance the image of their organisation
• choose appropriate behaviour for different customer service situations
• ensure their customer service delivery complies with relevant legislation, policies, codes of conduct and organisational procedures
• work with their colleagues to deliver excellent service on a consistent basis
• communicate and establish rapport with customers – face-to-face, on the telephone and in writing
• identify methods of promoting their organisation and boosting business
• deal effectively with situations where customer expectations have not been met
• review their performance and plan for customer service improvement.1 The role of service excellence.

Programme content

1. Introduction

• Why are we here?
• What do you want to achieve?
• Your experience of customer service
• Providing services to customers
• Who benefits from excellent customer service?

2. What do you have to offer?

• Your organisation’s offer to customers
• Are you the expert?
• Responding to customer requests
• Making a promise

3. Understanding your customers

• Who are your customers?
• Meeting, managing and exceeding customer expectations
• Identifying needs and expectations
• Changing expectations
• The customer journey
• Customer loyalty
• The lifetime value of a customer
• Your competitors

4. Providing service excellence

• Characteristics of service excellence
• Creating a positive first impression
• The image of your organisation
• Moments of truth
• Choosing your behaviour
• The ‘feel good’ factor
• Internal customers
• Working successfully with your colleagues
• Delivering excellent service to all your customers
• Legislation, policies, procedures and standards
• Wowing the customer

5. Connecting with customers

• Making a connection
• The communication process
• Choosing your words
• Inspiring confidence and building trust
• Vocal communication
• Body language
• Are you a good listener?
• Asking the right questions
• Presenting information to customers
• On the telephone
• Putting it in writing

6. Dealing with difficult situations

• Customer dissatisfaction
• Handling a complaint
• Challenging situations
• How do you react?
• The value of customer feedback
• Receiving praise and comments
• Service recovery

7. Boosting business

• Promoting your organisation
• Options for boosting business
• Encouraging repeat business
• The sales process
• Features and benefits

8. Improving your customer service

• Reviewing your performance
• Planning for service improvement

If you are interested in booking this course, please call us.