About the Course
aims & attendees |
Course Outline
topics covered |
Public Courses
with dates & prices |
Private Courses
with prices |
|
|
About the course: Exceptional Customer Service
Do you recognise that customer care is the key to successful, profitable and enjoyable business, yet feel that your company - or people within it - are failing to deliver what is required?While almost every course we deliver is in response to a perceived problem with the way staff work, your solution will be different because your staff, your environment and your marketplace are unique. The concept of 'Customer Care' is one that is often used without being implemented properly. But if your company lives up to these claims, you will create better customer relationships and a smoother, more efficient and more profitable operation. To achieve this, we work with you to define your objectives, the way topics need to be covered, and which skills improvements will be most effective. The result ? Customers will be treated properly by staff who understand the importance of their role and how to fulfil it so as to maximise benefit to the company.
Course Aims
The provision of a reliable and effective customer care service is the lifeblood of every organisation, yet the issues which need to be addressed are extremely variable. At Activia, we work with you to define these issues, the way they need to be covered, and which skills improvements will be most effective.
The course we deliver will enable you to raise the awareness of customer service and assist delegates in providing exceptional customer care.
Who Should Attend?
All non-management staff who directly come into contact with customers, both face-to-face and on the phone
Click for the course outline.
Public Courses for Exceptional Customer Service
* Dates coming up *
|
Tue, August 10, 2010
|
Milton Keynes |
£249 |
|
|
Tue, August 10, 2010
|
Liverpool Street (City of London) |
£249 |
|
|
Wed, August 18, 2010
|
Central Birmingham |
£249 |
|
|
Wed, August 25, 2010
|
Reading |
£249 |
|
|
Wed, August 25, 2010
|
Manchester |
£249 |
|
|
Wed, September 1, 2010
|
West London |
£249 |
|
|
Wed, September 8, 2010
|
Birmingham South |
£249 |
|
|
Wed, September 15, 2010
|
Slough |
£249 |
|
|
Wed, September 22, 2010
|
Milton Keynes |
£249 |
|
|
Thu, September 23, 2010
|
Manchester |
£249 |
|
|
Fri, September 24, 2010
|
Liverpool Street (City of London) |
£249 |
|
|
Wed, September 29, 2010
|
Central Birmingham |
£249 |
|
|
Tue, October 5, 2010
|
Basingstoke |
£249 |
|
|
Wed, October 6, 2010
|
Reading |
£249 |
|
|
Tue, October 12, 2010
|
West London |
£249 |
|
|
Tue, October 19, 2010
|
Birmingham South |
£249 |
|
|
Tue, October 26, 2010
|
Slough |
£249 |
|
|
Tue, November 2, 2010
|
Milton Keynes |
£249 |
|
|
Wed, November 10, 2010
|
Central Birmingham |
£249 |
|
|
Wed, November 17, 2010
|
Basingstoke |
£249 |
|
|
Wed, November 17, 2010
|
Manchester |
£249 |
|
|
Wed, November 17, 2010
|
Reading |
£249 |
|
|
Wed, November 24, 2010
|
West London |
£249 |
|
|
Wed, December 1, 2010
|
Birmingham South |
£249 |
|
|
Wed, December 8, 2010
|
Slough |
£249 |
|
|
Wed, December 15, 2010
|
Milton Keynes |
£249 |
|
|
Thu, December 16, 2010
|
Manchester |
£249 |
|
|
Fri, December 17, 2010
|
Bristol |
£249 |
|
|
Fri, December 17, 2010
|
Liverpool Street (City of London) |
£249 |
|
|
Wed, December 22, 2010
|
Central Birmingham |
£249 |
|
NOTES: We limit class sizes to a maximum of 12
Prices are per delegate, excluding VAT |
|
|
|
|
* Discounts For Multiple Delegates *
| |
Price per delegate |
No. of Delegates |
1 - 2 |
3 - 4 |
5+ |
10+ |
Price per Delegate |
£249 |
£234 |
£222.333333333333 |
|
Private Courses for Exceptional Customer ServiceWe provide private training courses which can be delivered at our training centre or on your premises, on dates to suit you and your staff.
Course content can either follow the standard outline
[click here for details], or be tailored to your requirements at no extra charge.
While we will organise training courses for as many delegates as you wish, we recommend that any class does not
exceed 12 delegates to ensure that learning objectives are met.
Prices
For training at our centres or your offices.
Prices vary according to the size of the class, but can be as low as £87 per delegate.
At your offices – From £549 : Call for more details
At our centres – From £599 : Call for more details
Please note : all prices exclude VAT
Course Outline
- ‘Moments of truth’ in customer service
- Examples of exceptional customer service
- Consequences of poor service
- Nature of communication
- Importance of ‘first impressions’, as viewed from the customer’s standpoint
- Giving customers the wrong impression
- Taking advantage of sales opportunities
- Factors of good and bad communication on the telephone
- Active listening skills on the phone
- Factors of voice that add and detract from the message and image being portrayed
- Coping with anger and complaining customers
- 3 steps to assertive behaviour to help turn customers around
- Tactics and tips to cope with complaints and objections
A feature of the workshop is the use of a Knowledge/Skill Checklist - a list of the
knowledge and skills being developed. Delegates rate themselves at the start and finish of the course
to establish the extent to which they have benefited. This also gives the delegate, and their line
manager, further analysis of their strengths, highlighting any further development needs
Learning Outcomes
- Have a common understanding of what exceptional customer care looks like, and gain tips and tactics to
demonstrate this level of service
- Appreciate the ‘life time’ value of a customer to the organisation
- Understand the importance, and use of, the telephone in delivering exceptional customer service
- Be able to maximise the opportunity given by a complaining customer
Delegate numbers
We prefer class sizes to be limited to a maximum of 10 delegates
|
