Customer Service Excellence in a Changing Environment

Customer service excellence for demanding customers, with fewer staff and resources, is just one of the challenges facing organisations in these turbulent economic times.

Customer Service Excellence in a Changing Environment helps organisations meet this challenge head on.

Course Overview

Customer Service Excellence in a Changing Environment includes:

• The four levels of customer service

• Achieving customer service excellence by differentiating 'OK' service and 'Great' service

• The key impression points, projecting a professional image

• Leverage opportunities to excel and strengthen a customer relationship

• The Behaviour iceberg – know what is happening above and below the surface when interacting with customers

• Understand and manage the nine types of difficult and challenging behaviours

• Learn how to say NO when you cannot say YES

• Keep yourself in peak emotional and professional condition

Duration

Customer Service Excellence in a Changing Environment is delivered in one-day.

Benefits

• Achieve customer service excellence by understanding the difference between 'OK' service and 'Great' service

• Be aware of the importance of attitude in delivering 'Great' service

• Identify opportunities to excel

• Understand what causes customers to be demanding and why some situations are difficult to maintain control

• Have strategies to turn around difficult situations

Who should attend?

Experienced staff who are responsible for dealing with customers and developing professional relationships should attend Customer Service Excellence in a Changing Environment.