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- Payment Terms: Enquire
- Duration / Course length: 5 Days
- Starting Date: Enquire About It
- Timings: Enquire
Course details
OverviewService excellence is achieved when a company consistently meets or exceeds its customers' expectations. It refers to a company's ability to deliver on its promises accurately and consistently. The provision of excellent services has a direct impact on a company's long-term profitability and viability. Companies that provide excellent services among other things:
achieve customer loyalty through customer satisfaction;
can attract new customers while keeping their current customer base; have higher profits per employee;
and have fewer price-sensitive customers. This highly interactive course combines cutting-edge knowledge with tried-and-true methods for improving the customers' experience. Through lectures discussions and real-life scenarios it provides a comprehensive understanding of all the factors that collectively affect and ultimately determine customers' evaluations of a business.
Objective
By the end of this programme you will be able to:
- Recognise the importance and role of service excellence as a strategic competitive advantage.
- Understand the cornerstones of service excellence and how to apply them.
- Determine the elements that affect customers' experience and how to improve them.
- Know how to leverage a company's workforce to attain greater quality standards.
Who Should Attend
This programme is suitable for the service industry professionals, from frontline staff who interact directly with customers, to top managers in charge of implementing corporate strategy. It is also ideal for hospitality and recreation business professionals.
Course Outlines
Day 1: Foundations of Services
- Characteristics of Services
- Management of Services
- Components of Customer Experience
Day 2: Understanding Service Customers
- Needs
- Value
- Expectations
- Satisfaction
Day 3: Listening to Service Customers
- Customer Research
- Complaint Handling
- Service Recovery
Day 4: Service Quality
- Foundations of Service Quality
- Dimensions of Service Quality
- Measuring Service Quality
Day 5: Bulding Excellence
- Service leadership
- Empowerment
- Motivation
Job roles this course is suitable for:
Sales , Customer Service Representative , Business Development Specialist , ExecutiveAbout London Training For Excellence
Empowering Professionals for Over a Decade
London Training for Excellence is a leading provider of professional development programmes, established in 2013. For over eleven years, we have been committed to equipping individuals and organisations with the skills and knowledge they need to excel in today's ever-evolving business landscape.
A Breadth of Expertise
We offer a comprehensive range of training solutions across a diverse set of industries, including:
- Artificial Intelligence (AI): Stay ahead of the curve with cutting-edge training on AI applications, machine learning and data analysis.
- Contact Management: Learn best practices for building and nurturing relationships, managing communication workflows and leveraging technology to optimise your outreach efforts.
- Engineering: Enhance your technical expertise and stay current with the latest advancements in various engineering fields.
- Finance and Legal: Gain a deep understanding of financial concepts, legal frameworks and compliance requirements.
- Human Resources: Navigate the complexities of HR practices, from recruitment and onboarding to employee relations and performance management.
- Leadership and Management: Develop your leadership skills, communication techniques and team-building strategies.
- Logistics: Optimise your supply chain operations and ensure efficient delivery of goods and services.
- Marketing and Sales: Develop effective marketing strategies, hone your sales skills and drive business growth.
- Oil and Gas: Gain specialised knowledge and skills relevant to the oil and gas industry.
- Project Management: Master the art of project planning, execution and delivery to ensure successful project outcomes.
Our Approach
At London Training for Excellence, we believe in delivering high-quality, interactive training programmes that cater to diverse learning styles. Our experienced instructors are industry experts who combine theoretical knowledge with practical application.
Flexible Learning Solutions
We understand that busy professionals require flexible learning options. We offer a variety of delivery methods to suit your needs, including:
- In-person training: provides more significant face-to-face interaction. In a classroom setting, attendees can connect in real-time. In-person training also offers more opportunities for group activities and interactive projects.
- Online Courses: Our comprehensive online courses allow you to learn comfortably in your working environment.
- In-Company Training: Tailor training programmes specifically for your organisation's needs and deliver them on-site for maximum impact and employee convenience.
Investing in Your Success
By investing in training and development with London Training for Excellence, you will gain the knowledge and skills necessary to achieve your professional goals and contribute to the success of your organisation.
Contact Us Today
Let London Training for Excellence help you unlock your full potential and drive positive organisational change. Contact us today to discuss your training needs and explore how we can empower your workforce for the future.
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