Fundamentals of Service Excellence

Customer Service Excellence

1 Day Skills Training

Objectives

To establish service excellence as a natural extension of your business culture by equipping your team with the essential service and relationship buidling skills necessary to solidify positive client interactions & relationships.

Who Should attend

All personnel that interact with clients & colleagues & have a need to establish positive relationships i.e. Frontline, Receptionists, Call Centre Personnel, Administrative Clerks, Secretaries, Credit Controllers etc.

Programme Outcomes

This workshop will enable delegates to:

• Live the BRAND: Recognising the traits of the company brand and aligning the service approach accordingly
• Identify the key fundamentals required to "WOW" the customer
• Identify "Moments Of Truth", Client Impact points and commit to making these positive interactions
• Accept ones role as a Company Brand Ambassador & establish how to meet & exceed customer expectations
• Maximise face-to-face interactions
  • Ensure a professional style of dress and be appropriately groomed,
  • Professional and welcoming body language (non-verbal)
• Communicate professionally & effectively on the telephone & face-to-face:
  • Utilise professional and 'high-impact', meet-and-greet and incoming call terminology
  • Using professional terminology & "wow" phrases
  • Developing an enthusiastic, empathetic and clear vocal style
• Assess different personality styles & adjust interaction approach accordingly
• Develop a polished method of 'engagement', to ensure understanding of needs and the confidence to respond appropriately
• Handle service recovery effectively, to resolve complaints and leave clients with a positive impression.

Learning Methodology

• This programme is extremely flexible and can be adapted to meet the needs of different levels of personnel.
• Group participation is encouraged at all times adding to delegate buy-in.
• Skills practise exercises take place throughout, where concepts taught are put into immediate action.
• These exercises are captured on personal audio tape and utilised for progress review purposes.
• Individuals will receive feedback from the facilitator as well as other participants.

Take Action Now!

Request our Course Schedule   or   Request more information

on how to ensure that your frontline team consistently WOW your clients by adopting a polished and professional Customer Service approach, both telephonically and face to face.