Going the Extra Mile - Achieving Excellence in Customer Service
Pre-course activity
To gain the maximum benefit from the course, you will be sent an activity to complete which asks you to consider current expectations and challenges. This will help you set the context of the course and you will be asked to use it on the day as part of the workshop activities.
What is a Differentiated Customer Experience?
- Internal and external customer service and customer service teams
- Your impact on the customer experience
- Projecting a 'brand' image
Meeting Customer Expectations
- Understanding customers' needs and expectations
- Why do customers complain?
- Barriers to effective communication
Communicating Positively with Customers
- The impact of poor listening and questioning
- Using information effectively
- Giving 'bad news' and saying 'no' constructively
Turning Complaints Into Opportunities
- Defusing a difficult situation
- Demonstrating empathy - exploring options and alternatives
- Balanced behaviour responses
Ensuring Consistent Quality Service
- Acting on feedback from customers
- How to influence customer loyalty
- Improving the brand experience