Delivering Excellent Customer Service

  • Days 1
  • Code CS
  • Fee £195

In this highly engaging workshop we will examine the concept of customer service excellence and learn about the drivers of customer service in modern business and how customer loyalty drives both profitability and growth.

Course Details

Introduction

All businesses appreciate the value of providing great customer service but so often they fail, resulting in poor customer perception.

In this highly engaging workshop we will examine the concept of customer service excellence and learn about the drivers of customer service in modern business and how customer loyalty drives both profitability and growth.

Who is it for?

The workshop is aimed at businesses that face the daily pressure of competition and who need to improve or develop customer loyalty in order to grow the business.

The course is designed for those at all levels of the business.

What will be covered?

  • Understand who your customer is and what they are looking for.
  • Understanding what makes great customer service.
  • Understanding customer expectations and the main drivers of customer service. Why customers should choose you.
  • Assess current levels of customer service in your organisation
  • PESTLE – external appraisal
  • Changing attitudes to set goals for improvement
  • Applying attitude control principles
  • Understanding how customer loyalty drives profitability and growth
  • Improving customer service in your organisation – developing a strategy covering attitude, customer awareness and the customer experience.
  • Creating and maintaining a friendly, low pressure, high service environment for customers.

Benefits of attending

  • You will know who your customer is and understand their expectations
  • You will acquire a number of essential skills in the areas of customer service and building customer loyalty.
  • You will learn how customer loyalty drives both profitability and growth and how to develop strategies to set goals for improvement within your organisation.
  • You will identify why you need to stand out from competitors
  • You will gain a greater understanding of what makes great customer service and how to apply this to your business by assessing current levels of customer satisfaction within your business.
  • You will be able to develop strategies; both customer and staff facing that will improve customer service within your organisation.
  • You will understand how to change attitudes and set goals for improvement.
  • You will ensure that your business cannot be rivalled by competitors in the field of customer service.

Delivery Options

The workshop can be delivered over one or two days depending upon the needs of the business. Alternatively, we run this workshop as a public scheduled event.