Outstanding Customer Service Skills
Course Code: MPDOCSS
Duration: 1 Day
Overview
This course is available on public schedule, closed company on/off site or 1-2-1.
An intensive, practical and activity based programme building delegates' knowledge skills, and the will to support customers, ultimately to deliver outstanding customer service.
Prerequisites
Front line staff that wish to give their customers an outstanding experience and customer-facing staff, supervisors and managers of organisations seeking to improve or enhance their customer satisfaction and loyalty.
Delegates will learn how to
- A greater awareness of the customers and clients perspectives and needs
- A better understanding of themselves; both strengths and improvement areas
- An opportunity to gain more advanced customer care skills
- The opportunity to work on improvement areas
- An action plan for continuous improvement
Course Outline
- What makes for good customer care
- Getting it Right - Building on your Good Practices
- Developing your Customer Care skills
- Discussion and Action Points from the morning
- Handling Difficult Situations
- Tracking and measuring satisfaction
- Summary and Action Plans Agreed