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Customer and Performance Excellence Course

  • Duration:£499 + VAT
  • Cost:1 Day
  • Ref:CAPM

The Customer Experience; demonstrate it at all levels for the right results each time

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What's this?

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Who is it for

Teams and individuals aiming to meet corporate objectives for providing the highest levels of customer service excellence.

Please note: this course is run on request.

Course Overview

  • Managing the ‘Customer’s Experience’ from beginning to end – how to add value
  • The six essential rules of customer care, identifying exceptional customer service
  • Using clear, positive communication to create a professional image on the telephone:
    o Use phone communication to your advantage 
    o Revisit the key stages of a call (answer, on hold, handover, conclude)
    o Use your voice and language to sound professional
    o Beware the ‘image wreckers’! What not to say.
     
  • Control a call and gain information
    o Use the right questions
    o Know the importance of check-back
    o Conclude a call to generate confidence
       
  • Practical techniques to handle different, difficult customer situations, using the ‘EASE’ framework
  • Engaging the Professional Brain, to avoid the attacking and defensive behaviours
  • The importance of listening
    • to build rapport
    • gain understanding
    • show empathy
  • Manage customer expectations assertively, to maintain their goodwill when you can’t say yes’
  • Develop your own personal action plan

What will I get out of it?

  • ‘The Customer Experience’: consistently deliver the highest levels of customer service to internal and external customers
  • Effective call management: maximising time while meeting customers’ needs
  • Learn how to turn around challenging customer situations, to maintain customers’ goodwill and increase loyalty to your organisation

Accredited by

This course is accredited for CPD

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