Service Excellence

With a focus on developing communication skills in all areas, this is a workshop that will transform participants relationships with internal & external customers alike.

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“The best thing about this workshop was the ideas & words to help me improve my customer service, motivating me to be and do better.”

— Feresina Baice

Content

Key Subject Areas

  • Customer needs & expectations: internal & external
  • Building customer relationships: trust, rapport & loyalty
  • Communicate professionally: face to face, over the phone, by email & messaging
  • Customer service essentials: first impressions, your attitude & body language
  • Email effectively: subjects, tone & proofreading
  • Difficult customers: why customers complain, identifying the source of challenges & resolving complaints
  • Telephone techniques: greetings, tone, and non-verbal communication

Learning Outcomes

  • Identify who your customers are, and recognise their needs & expectations.
  • Understand how choosing your attitude can impact a customer’s experience.
  • Develop a positive, “can-do” outlook.
  • Create a great first impression, every time.
  • Become effective and professional in all areas of business communication.
  • Resolve customer complaints and turn complaining customers into an opportunity for growth.
  • Identify key moments in the customer experience, and provide Service Excellence to each and every customer.

Who Should Attend

Anyone who wants to improve their customer relationships, or who would benefit from developing their communication & customer service skills.