Enhancing The Customer Experience

• Good vs. Exceptional customer service by telephone, face to face and email.
• Strategies to achieve consistency and create a memorable experience.
• Establishing the needs of customers and avoiding assumptions.
• Managing customers' expectations and showing genuine empathy.
• Using a tailored approach, taking responsibility and presenting alternatives.
• Following-up effectively and showing the customer you care.
• Understanding the benefits of providing ‘captive customers’ with exceptional customer service.
• Professional approach to improve internal customer service and communication.

Dealing With Difficult Situations

• Common misconceptions made about difficult customers.
• Influencing the counter-reactions of disgruntled customers and alternatives for saying ‘No’.
• Keeping calm under pressure and techniques to avoid taking criticism personal.
• Maintaining the respect and co-operation of customers when delivering bad news.

Positive Communication & Awareness

• Identifying personal strengths and weaknesses.
• The influence of mindset and attitude when delivering exceptional customer service.
• How to make a great first impression and improve the customers perception.
• Positive body language and voice inflection to show enthusiasm towards helping customers.
• Active listening skills, effective questioning and professional message taking techniques.
• Rapport building skills to develop customer relationships and build trust.

• Training can be delivered at your premises or a venue of your choice throughout the UK.
• Course length, topics, delivery style and practical's are tailored to your requirements.
• Tailored Course Manual & Certificate Awarded.

• Course Length: 1 day (9.30am - 5pm).
• Course Manual & Certificate Awarded.
• An average of 6 delegates per course ensures plenty of personal coaching is given and

     individual needs are met.