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Managing Customer Excellence
13th May 2016 @ 9:15 am - 4:00 pm£140
This workshop is designed for anyone who has contact with customers whether face to face or on the telephone.
It will explore what it means to deliver excellent customer service and exceed customer expectations.
During the workshop we will consider the importance of first impressions and how to develop rapport with customers by using empathy to help meet their requirements.
The skills required to deliver excellent customer service will be explored and we will also consider the challenges when dealing with customers and how we can remain objective when confronted by an angry customer.
The importance of teamwork when dealing with internal and external customers will be discussed to ensure that everyone plays their part in delivering a quality service.
We will also explore methods for controlling the conversation by asking powerful questions and actively listening to the customer.
Finally, we will look at how we can separate the emotions from the facts when having difficult conversations with customers.
Core skills for delivering excellent customer service and to exceed customer requirements
Creating the right first impression
- verbal and non-verbal behaviours
- developing rapport
- clarifying the purpose
- using the right medium
- avoiding jargon
Controlling the conversation
- powerful questions
- active listening
Internal and external customers
- who are your key stakeholders?
- the service chain
Managing customer expectations
- managing the gap between what customers want and what you can deliver
- keeping promises
Dealing with real life situations
- separating the emotions from the facts
- having the conversation