Delivering Excellent Customer Service Face to Face

The aim of this course is to equip you with the skills and behaviours to  exceed customer expectations consistently on a face to face basis

Who should attend?

Anyone with a customer-facing role who feels their customer service skills could be improved.

Benefits:

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

• State what customers consider is good customer care face to face
• Describe the effects of poor customer care on the organisation and on the 
   individual
• List the vital stages of effective service delivery
• Successfully apply  listening, questioning and summarising skills to improve the outcome of communication with
   customers at different stages of service delivery
• Recognise the difference between assertive, passive and aggressive behaviours
• Apply a six stage process to handling difficult customer situations face to face

Course Overview:

• Good customer care from the customer's perspective
• Who are our customers and what are their expectations of us?
• Impact of poor customer care
• The customer's journey - how our skills and behaviours impact on service delivery and the customers experience
• Key skills in dealing with customers face to face
• Recognising assertive, aggressive and passive behaviours
• Six stage process for dealing with difficult customer situations
• Action Planning
   

Style of the Course: The course is highly active and participative. During the workshop participants undertake activities, exercises and discussions to help them put what they learn into practice

Course Length: One day Workshop 09.00 to 17.00 with an hour for lunch

Course Venue: London

2009 Course dates: April 29 & October 23. Other course dates available on request.

PRICE: £450 plus VAT. We provide discounts when booking 3 or more delegates. We can also run this course for you in-company at favourable rates for 4 or more people. Please contact us on 01628 526535 or info@thestairway.co.uk

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