Achieving Customer Service Excellence
CUSTOMER SERVICE EXCELLENCE
Quality, flexible courses in Customer Service skills
We feel we provide the best customer service training courses you can find, so ask us if you need help
Full details of modules and topics covered in this one-day course
This is a one-day training course structured into 15 modules
WHY CUSTOMER SERVICE TRAINING?
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.
- What is Customer Service?
- Why is it Important?
- Whats in it for Me?
- Customer Service Beliefs
- Internal Customers
- External Customers
- Customer Needs
- Types of Expectations
- Meeting Expectations
- Exceeding Expectations
- First Impressions Exercise
- Telephone Handling
- Appearance of Facilities
- Appearance of Self
- Face to Face Contact
- What is Communication?
- Barriers to Communication
- Removing Communication Barriers
- Active Listening
- Listening Quiz
- Tips for a Good Telephone Technique
- Dos and Donts of the Telephone
- Exercise - Taking a Message
- Telephone Message Prompt Form
- Causes of Conflict
- Levels of Conflict
- Responding to Conflict
- Preventing Conflict
- Resolving Conflict
- Handling Difficult Situations
- Assertiveness & Compromise
- A Process Guide to Dealing with Difficult People
- Problem Situations
- Six Steps to Recovery
- Inspection and Analysis Tools
- Critical Evaluation
- Informal Surveys
- Focus Groups
- Nominal Group Technique (NGT)
- Cause and Effect or Root Cause (Fish Bone)
- Developing and Maintaining Relationships
- The Likeability Factor
- How to Feel Powerful in Your Position
- Positive Language Exercise
AVERAGE REVIEW: 86% (4.3/5) BASED ON 116 REVIEWS
"I believed the day was an excellent starting point and in depth of what it means to work in customer service and how I can improve my game and procedures within the company I work for in order to give the best customer service and experience possible!" GIOVANNI CAMPOS , Apr 25 2016
"The trainer was very clear and conveyed the modules in a very professional way, relevant to my work environment" Jessica Hyde, Apr 13 2016
"Vivienne was a very good teacher. Was helpful and clearly has a lot of experience which made learning and understand much clearer." Mark Harrison, Mar 30 2016
"The course was presented and delivered very comprehensively. I certainly got more out of the day than I thought I would and look forward to booking in to further courses." Jule Karvelyte , Mar 16 2016
"Thank you!" Charlotte Miller , Mar 9 2016
"Roy was very good and made the course enjoyable! I went to the course with the hope of adding to what I already know and to check that what I had been doing was correct. I feel that I am now able to adapt the way I am working to ensure I get the most relevant information from my customers and gain a positive relationship with them. " Richard Selby, Mar 9 2016
"Graham has valuable customer service experience." Rebecca Womble , Jan 25 2016
"I would just like to say Roy was a really great facilitator, informative, witty and interesting; made the day enjoyable." Raj Banga , Jan 21 2016
"Just wanted to say thank you for the training, really helped see things differently" Thomas Proe , Jan 20 2016
"The Tutor was excellent and good assist with every question/scenario presented to her." louise Hague, Nov 26 2015
"Roy made the course alot more enjoyable" Rob McClarence, Nov 26 2015
"ROY IS A GREAT TEACHER" Chris Taylor, Nov 26 2015
"The instructor (Roy) was excellent. He laid out a well structured course and was extremely motivational." Dawn Hooper, Oct 21 2015
"The Course Was very interesting and i enjoyed it." Mrs J Gentry-Clarke, Oct 21 2015
"Enjoyed the course and the trainer was good."
All Activia customer service training courses have been created, reviewed and developed to ensure up to date provision and constantly improving standards of content. Our Customer Service training is interactive and classroom-based which maximises learning through the ability to ask questions and discuss specific issues.
Maximum class size for Customer Service courses is 10 delegates, which ensures that attendees get adequate time for personal attention from the instructor. At some of our centres, the maximum class size is 12 delegates.
Note that we never cancel our scheduled classes -- even if there are only one or two delegates -- so once you have booked, your place is assured.
For training at your offices, we can deliver classes of up to 15 delegates, though with bigger class sizes you must understand that there is less time for questions from delegates, and this may affect the quality of their experience.
Note: With non-credit card bookings you must sign and return a Booking Form before we can confirm your training.
Also note: If you are a private individual you must pay by credit card at the time of booking.
Note: Please allow 1 - 2 working days for your confirmation and invoice.
If you are coming to our centre, dress code is smart casual. Refreshments and a free buffet lunch will be provided, but please note that, as a training company who relies on caterers, we are unable to reliably provide for differing dietary requirements, so if you are in any doubt then please bring your own. The timetable is as follows:
Note: break times can vary according to the needs of the training, and course duration for smaller class sizes are usually shorter because fewer delegates have fewer questions !
For training at your offices, this itenerary can be varied by prior arrangement.
With your Customer Service training course from Activia, you get a free workbook, so you can review and revise afterwards to reinforce your knowledge.
Every delegate on a Customer Service course also gets an Activia Training Attendance Certificate.
GET IN TOUCH
Call us on:
0333 6000 111
CUSTOMER SERVICE EXCELLENCE
We can enhance your skills with courses in Customer Service skills at any of our twelve training centres UK wide, or we can come to your offices: if you have groups of three or more staff who need training, this is a very convenient, flexible and cost effective option. Moreover, most of our customer service courses are 1 day, which keeps "out of office" periods for attendees to a minimum.
We have been delivering customer service Excellence all over the UK since 1995 and have continually developed our philosophy of high quality, flexible and results-driven provision of training courses in Customer Service to ensure constantly improving standards of quality. So you can be confident that we have the expertise, and the experience, to give you a great return on your investment in Customer Service classes.
Why not contact us today to see how we can help with providing your Customer Service classes ?