Excellence In Customer Service…
A highly practical workshop
A highly practical workshop in which you will be able to understand what excellent customer service looks, sounds and feels like. As Mary Porter says “What are the 3 esses?”
Learning Outcomes
Understand Customer Expectations and Finding our State of Excellence
Explain how communication barriers can affect service delivered
Recognise the importance of listening and questioning effectively
State the importance of assertive behaviour when dealing with demanding customers
Understand what is meant by telephone professionalism
Use a model to deal with complaint handling
This workshop will be designed specific to your company needs and service promises. If we don’t train our staff to understand what the minimum service levels are, how do we expect them to know and to exceed them!
