Customer Service Excellence
In our Customer Service Excellence workshop, we will help you to review and develop effective communication skills that can be used in any customer interaction, face to face, over the phone or in writing, to enhance the outcome. This is a highly interactive, experience-driven training class; you will not only have the chance to review your current customer service practices but will also be introduced to new models, skills and strategies that can be applied to even the most difficult customer interactions. You will have the chance to practice these in a safe environment before you take them back to your workplace.
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In an ever increasingly competitive market, organisations need to look for that special something to give them the edge. Providing an exceptional customer experience, at every point of contact, through their people is one way to do just that.
Did you know:
- 55% of consumers would pay more for a better customer experience. (Defaqto Research)
- 89% of consumers have stopped doing business with a company after experiencing poor customer service (RightNow Customer Experience Impact Report).
- Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences. (2012 Global Customer Service Barometer)
- It takes 12 positive customer experiences to make up for one negative experience. (Parature)
- Nearly a third of consumers believe that businesses are now paying less attention to providing good customer service. (Echo 2012 Global Customer Service Barometer)
This course will be delivered by a member of the University’s Human Resources Development team – Howard Barringer.
Howard is a Professional and Organisational Development Consultant at the University of Salford. He has more than 20 years experience of design and delivery of training programmes, and specialises in communication and management skills. Prior to joining the University he worked for a number of large , blue-chip, companies working in both operational management and learning and development roles to support a wide range of public and private sector organisations.
Howard takes a practical, interactive and fun approach to training. Whilst he is familiar and comfortable with the theoretical aspects of learning his focus is on the actual application of skills and knowledge in the workplace, ensuring that the training delivers both value for money and real impact on organisations and their people.
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Exploring the following areas to set the context for the event
A Model for Customer Relationships
Getting the Basics Right
Identifying and Accommodating Customer Behaviours
Your Impact on the Customer
Dealing with the Difficult Ones
Putting it all Together
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By the end of this course you will be able to:
- Describe the customer supplier relationship in your organisation
- Describe and apply a model for all customer relationships
- Describe the behaviours required to create positive outcomes for your customers
- Identify 6 customer behaviour types and how these can be effectively accommodated
- Identify how you personally affect the customer relationship
- Develop a strategy for challenging inappropriate customer behaviour
- Identify and use a range of communication skills in a number of settings
Who should attend?
This course is aimed at anyone who in a customer facing role within their organisation or has responsibility for delivering the organization's customer service strategy.