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- Payment Terms: Enquire
- Other Locations: Dubai Abu Dhabi - United Arab Emirates England - United Kingdom Amsterdam Netherlands
- Duration / Course length: 5 Days
- Starting Date: Enquire About It
- Timings: Enquire
Course details
OverviewCustomer service isa key differentiatorin a context where companies are offering comparable products and services within increasingly tight budgets and limited resources. Terms like 'more for less' efficiency savings and cuts are now everyday language. This course will help frontline customer service staff and managers understand the value of good service and the cost of poor service. Delegates will apply the service-profit chain and customer lifetime value models to their own contexts to identify opportunities for revenue generation within the service experience. They will learn about the impact of making postive first impressions and building solid customer relationships. By adapting their behaviour to suit different customer personality types delegates will increase their chances of achieving postive outcomes more often even when things don't go to plan. Through roleplays and other interactive exercises delegates will develop their ability to delight customers and when needed to transform negative experiences into positive ones. Every delegate will leave the course with a challenging but realistic development plan to dramatically improve customer service delivery in their area.
Objective
By the end of this interactive training programme, you will be able to:
- Realise why giving good service is important.
- Describe the practices of world-class customer service providers and model your performance on those practices.
- Assess the current value of your organisation's 'customer experience'.
- Explain how to turn complaints into opportunities.
- Identify revenue generation options and allocate resources in accordance with your organisation's objectives and limited resources
- Generate greater flow of revenue in your organisation
Who Should Attend
- retail assistants
- customer service assistants/executives
- contact centre agents
- customer service managers
Course Outlines
Module 1 - The benefits of excellent customer service
- Customer Service Principles Evolution and Purpose.
- The benefits of excellent customer service.
- Customer psychology: what are your customers' expectations?
- World-class service
- a modeling exercise.
- Creating 'magical' experiences for your customers.
- The Service-Profit chain
- Customer lifetime value
- The cost of poor service
- Opportunities for revenue generation
- How to be liked by the customer.
- Customer personality types.
- Listeners are said to be the best communicators
- how to perfect your listening skills.
- Questions if you don't ask you won't find out.
- How to read body language signals.
- The do and don'ts of communicating effectively.
- Why do customers complain?
- Why should we encourage complaints?
- The Customer Loyalty Chain.
- Customer behavioral types and how to deal with them
- Understanding and managing emotions
- Creative thinking to go that 'extra mile'
- Organisational objectives and strategy
- Sources of income
- Linking revenue generation with service objectives
- Resource planning and allocation
Job roles this course is suitable for:
retail assistants , customer , service , assistants/executives , contact centre agents , customer service managersCourse Location
About 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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