This workshop aims to be thought provoking, inspiring and yet practical. With the economy recovering, competition in every industry is fierce and the ability to gain and maintain a competitive advantage is crucial to an organisation’s survival and success. An easy and cost effective way to differentiate an organisation from others in its eld is to establish a real customer focused culture throughout the business at every level.
This workshop encourages individuals to examine the attitude towards service they currently portray and challenges them around what they could do differently and better to make their customers real fans of their organisation. It gives them an opportunity to learn how to establish control, how to manage expectations, how to take responsibility for what happens next and how to say no when they need to without hiding behind the shelter of company policy rules. It also encourages individuals to think commercially, to see how delivering great service impacts on the bottom line and the real cost of not getting it right first time.
Learners will leave motivated, condent and armed with their own personal action plan to put into practice upon their return to work.
This workshop is aimed at anyone who is customer facing whether those customers are external, internal or a mixture of the two. This typically includes those from various departments including, but not conned to, customer service, accounts, project, account management, design, sales and administration teams. It is suitable for those in both the private and the public sector and can be delivered as an open course or in house and tailored specifically to your team and objectives.
This is a one day programme which can also be tailored to your business and delivered in house.
This highly interactive workshop will comprise of presentations, discussion and practical exercises. In addition to the core content, participants will benefit from the views and insights of the other course members and this will create an opportunity to build an extended network of contacts.
During the workshop each participant will be encouraged to create a personal action plan containing the key actions needed to embed the learning back in their organisation.
Delivering Exceptional Service will include the following:
- What is customer service?
- Living up to your brand promise
- Creating customer satisfaction
- Asking effective questions to establish control
- Why customers should choose you
- Delivering customer delight
- Understanding why businesses lose customers
- Dissatisfied customers – the facts about them and the true cost of a complaint
- Turning a complaint into an opportunity
- Saying no and negotiating solutions together
- Action plans