One Day Customer Service Excellence Course
Who sets your Customer Service Standards?
- You Do
- Your Customers Do
- And Your Competitors Do Did you know:
You can use Service as a Strategic Advantage?
That given the choice between low price and low risk most people take low risk?
If you give High Service you are perceived as low risk and can get higher prices?
How to deliver outstanding service?Why not join us on our next Customer Service Excellence Day and we will give you the skills to:
- Develop a Customer Focused team.
- Become a Customer Driven Business,
- Develop a Customer Focused team,
- Provide Outstanding Customer Service,
- Make every customer feel important,
- Set the standards in your industry,
- Out-service your competition and Grow Your Business on Repeat Business.
- Caring for your customer is directly related to the success of your business.
Customer service training will give you a deeper understanding of how your service meets your customer’s needs.
You will learn skills of verbal and non-verbal behaviour and an empowering attitude that will ensure excellence is achieved every time.
Customer care is not always about the front line. Internal customer service is the way staff within your organisation respect each other and meet each other’s needs. It is here where the culture of excellent customer care is created and developed. This course will also explore the connection between your internal and external customers and how to balance their needs:
- Defining customer care
- Positive and negative customer service experiences
- Who are your customers?
- External and Internal customers
- The customer experience
- Creating excellent in customer service
- What assumptions do you make about them?
- Mapping the customer supply chain
- Linking internal teamwork and the external customer
- Managing expectations
- Communication skills
- Body language
- Face to face customer contact
- Telephone customer contact
- Email customer contact
- The ladder of loyalty
- Customers as your adverts
- How can you treat them better?
Trainer profile: Melanie Windle
Melanie Windle is an experienced and creative personal development trainer and group facilitator whose methods and style of delivery empower individuals and groups to realise their potential. Melanie has been involved in developing people for over 25 years. Her specialist areas of training are the personal development skills required for managing ourselves, managing others or being managed. She works extensively across all three sectors – public, private and not-for-profit – both nationally and internationally.
Why not join us on the next Customer Service Excellence course and book your place now?
You can book online or call 01204 888826
Hope you can join us.
"It Worked for me"Don't just take our word for it, these are quotes from our previous delegates who attended the Customer Service Excellence Course in Manchester.
“Very well presented, thought provoking and informative. Mick Stacey, Manchester City Council
‘Good balance of theory and activity to reinforce learning. Melanie clearly knew her subject and was able to offer examples that were relevant to the delegates. I was volunteered for the course but glad I came.’ Jane Simmons, CFBT.
‘Good course, excellent content, useful information, have taken a lot away with me. Thanks Melanie.’ Michael Reaney, LECO Instruments UK Ltd.
‘Training course was excellent. Went over lots of scenarios which helped you understand a lot more. I feel this will help me in my job and be very effective in the long term. The trainer explained things very well and kept the course interesting.’ Claire Sherrington, CFBT Education Services.
‘I really enjoyed the course and the way it involved many different tasks and activities. It also really got me looking at my colleagues as customers and the way in which I talk to customers. Very enjoyable and Melanie was a delight to spend the day with.’ Laura Lomas, LECO Instruments UK ltd.
‘Very informative and interesting course. Fully enjoyed it and came out of it with a sense of achievement. I also feel I am now ready to help my company grow and become better as a whole both internally and externally due to the content learnt on this course.’ Jim Drew, GH Brooks.
‘I believe today has proven to be very helpful and opened my eyes about customer service skills. I will definitely take away and use the skills I learnt about today. Thank you Melanie.’ Bill Noar, LECO Instruments UK ltd.
‘The course has certainly brought ‘customer awareness’ home, it has made me realise that I am also in the right job as customer care is required in all that I do. I am now aware and confident that my skills can be shared to my team members and that my personal perception of customer service is in fact customer service.’ Dawn Hamilton-Fishwick, FP Mailing North West Ltd.
‘Extremely informative and interesting course. Covered many areas that I wasn’t expecting. I think any part of a company would benefit from this whether they deal with customers direct or not.’ Lucy Hall, LECO Instruments.
‘Absolutely enjoyed this course. Have learnt so very much. Complaints turned into a positive action is a great way to look at what most people perceive as a negative. Would definitely recommend anyone to do this course.’ Jan Fletcher, Miller Metcalfe.
‘Brilliant course, has opened my eyes to the importance of each customer and the service received. Covers lots of information and steadily throughout the day, I didn’t feel overwhelmed by it. Enjoyed the course and would recommend it. Will definitely work though the pack again and refer to it regularly. Thank you.’ Stephanie Foran, FP Mailing.
‘Fully enjoyed the course, and thought that the scenarios used pushed the underlying message home. More than anything I will be taking away and implementing in my working environment the “quality” method and using it as a point of evaluation for my performance.’ Matthew Kirkland, APL.
‘Really enjoyed the course. Good delivery. Made me more aware of internal customer service and will reflect on this more moving forward. Course was participative and engaging which is important to embed learning. Would recommend to others. Thank you. Joanne Smith, Matrix 247.
‘Structured, very interactive, positive day. Learnt a lot more on customers’ expectations. Have a plan to take away and implement.’ Anna Wardle, Swift Fire and Security.
‘Brilliant, concise and informative course with a personal touch. Allows the chance to step back and assess what your business is doing both right and wrong.’ Sam Jennings, Swift, Fire and Security.