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Customer Service Excellence

Instructor led classroom based course, regular London dates, courses never cancelled, warm restaurant lunch

STL

Summary

Price
£460 - £475 inc VAT
Finance options

Credit/debit card

Company invoice

Pricing ex VAT
Study method
Classroom
Duration
1 day · Full-time
Qualification
No formal qualification
Certificates
  • Certificate of completion - Free
Additional info
  • Tutor is available to students

Location & dates

Location

Address
Bloomsbury Square
Central London
London
WC1A2LP
United Kingdom
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Address
Northey Street
East London
London
E148BT
United Kingdom
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Overview

This Customer Service Excellence workshop is part of our range of Professional and Management courses designed to help improve your performance.

Our courses are never cancelled and are held in a relaxed environment from 9.30 till 5pm. A hot restaurant lunch, drinks & snacks and free WiFi are included. We look forward to training you.

A recent report found that out of six primary reasons for customer loyalty, excellent customer service was second only to the quality of product/service. Achieving and maintaining excellent customer service is essential for any business seeking a competitive edge. Source - Portal

By the end of this course you will be able to:

  • Appreciate your interactions at a customer and organisational level
  • Understand how customer care works and ways to apply to your customer
  • Take ownership and manage customer expectations
  • Confidently deal with challenging situations and customers
  • Discover the benefits of a positive mental attitude
  • Communicate authentically and with confidence
  • Interpret both verbal and non-verbal cues
  • Broaden your communication tool set to improve rapport and influencing skills
  • Examine methods of building rapport and changing attitude and perception through communication tools
  • Determine the appropriate method of communication

Course media

Description

Managing Customer Expectations

Customer profiles and their expectations
Understanding customer perception

Customer service and it's impact to business

What is customer service?
The customer journey
Improving customer satisfaction
Benefits to the business from excellent customer service

Communication breakdown

Typical customer issue scenarios
Importance of ownership
The top 3 tools to rebuild communication and trust

Positive mental attitude

Being proactive
Self awareness and influence on others
Emotional intelligence

Be a powerful communicator

Tone of voice
Body language
Active listening
Being authentic and building rapport
Style of language
Types of communication

Planning a customer interaction

Set the purpose and allocate time
Ensure sufficient research and solutions are in place

Being calm under pressure

Personality types
Ownership of our actions
Knowing how to be assertive but not aggressive
Developing coping strategies

Key course takeaways and agreed next steps

Role play scenarios
Examples of excellent customer service, turnarounds
Personal plan of action

Questions and answers

Certificates

Certificate of completion

Digital certificate - Included

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Legal information

This course is advertised on reed.co.uk by the Course Provider, whose terms and conditions apply. Purchases are made directly from the Course Provider, and as such, content and materials are supplied by the Course Provider directly. Reed is acting as agent and not reseller in relation to this course. Reed's only responsibility is to facilitate your payment for the course. It is your responsibility to review and agree to the Course Provider's terms and conditions and satisfy yourself as to the suitability of the course you intend to purchase. Reed will not have any responsibility for the content of the course and/or associated materials.

FAQs

Study method describes the format in which the course will be delivered. At Reed Courses, courses are delivered in a number of ways, including online courses, where the course content can be accessed online remotely, and classroom courses, where courses are delivered in person at a classroom venue.

CPD stands for Continuing Professional Development. If you work in certain professions or for certain companies, your employer may require you to complete a number of CPD hours or points, per year. You can find a range of CPD courses on Reed Courses, many of which can be completed online.

A regulated qualification is delivered by a learning institution which is regulated by a government body. In England, the government body which regulates courses is Ofqual. Ofqual regulated qualifications sit on the Regulated Qualifications Framework (RQF), which can help students understand how different qualifications in different fields compare to each other. The framework also helps students to understand what qualifications they need to progress towards a higher learning goal, such as a university degree or equivalent higher education award.

An endorsed course is a skills based course which has been checked over and approved by an independent awarding body. Endorsed courses are not regulated so do not result in a qualification - however, the student can usually purchase a certificate showing the awarding body's logo if they wish. Certain awarding bodies - such as Quality Licence Scheme and TQUK - have developed endorsement schemes as a way to help students select the best skills based courses for them.
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