Achieving Customer Service Excellence
CUSTOMER SERVICE EXCELLENCE
The best solution for Customer Service CoursesA hands-on one-day course with free pre-course online skills testing
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: 4.4 out of 5 BASED ON 133 REVIEWS
"Great trainer "
Nick Guest, Mar 7 2017
"Terry was informative and a great asset to your company "
Nick Rackham, Feb 28 2017
"The lecturer, Philip was excellent and a course where i came away feeling very satisfied with the material and knowledge."
Donna Walton, Jan 19 2017
"Trainer was a very nice man"
Judith Pattinson, Jan 19 2017
"Bill was a fantastic trainer I cant fault him. Presentation and activities were perfect."
Janet Railton, Jan 19 2017
"The course was interesting and well presented. Very relaxed atmosphere and not intimidating. "
Debbie Parr, Jan 18 2017
"An excellent course."
Carly Shaw , Dec 12 2016
"Wayne was very good and helped with everything that I felt I needed to work on most. "
Adam McCormack, Nov 28 2016
"John was very good, used some great real world examples to emphasis the content of the course. "
Oliver Huxford, Nov 28 2016
"I would just like to say that I was very impressed with John and the way he trained us on the course. He was very easy to speak to and helpful."
Sarah Jones, Nov 7 2016
"Enjoyed the course it has helped me a lot in work and the tutor was easy to get along with"
Maria Macree, Oct 12 2016
"Fantastic trainer, an absolute credit to Activia and would love to have more training done by Terry. "
Tom Cooper, Sep 26 2016
"Trainer Anthony was professional and very informative."
Julien Kimbidima, Sep 12 2016
"Yes. Anthony is a great teacher."
Denize McCabe, Sep 5 2016
"Phillip was very helpful and very thorough and I was very impressed"
All Activia customer service 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 for 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 courses for 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 Courses for Customer Service from Activia.
Why not contact us today to see how we can help with providing your courses in Customer Service ?