Customer Service Excellence
Achieving Customer Satisfaction
This high impact workshop seeks to instil the key ingredients of attitude, skill, knowledge and confidence that contribute to customer service excellence.
Individuals can make a massive difference to the quality of the customer service experience. This session draws on examples of excellent practice (from the public and private sectors) and looks at the benefits to the customer, the organisation and the individual of ‘going that extra mile’.
Delegates will be asked to produce a personal action plan.
Key Customer Service Excellence themes
- Positive Psychology
- Customer service excellence? Myth or reality?
- Relationship marketing
- Influence and impact
- The Visionary Hierarchy and ‘Lifetime Customer Value Experience’
- Emotional intelligence
- The principles of communication
- Developing the habits of success
- Action planning
- Understand the essentials of customer service excellence
- Be able to apply the models to their own work situation
- Be better able to manage the customer experience
- Be better able to raise their team’s own standards of customer service
- Identify the impact that they have on the customer experience
- Be able to make that impact more positive
All of our programmes can be tailored to suit your specific needs.
