Customer Service Excellence Course

CSE Course Content

A fantastic one day course designed to get staff communicating professionally and confidently with customers over the telephone, face-to-face and via email. Equip your staff with a ‘customer focused and can do attitude’ along with the self-assurance to deliver service excellence to a wide range of customers with professionalism, confidence and pride, even the more challenging or complaining ones! A win-win for your customers, your business and your staff.

This fun, dynamic and interactive workshop will equip participants with the knowledge, skills and techniques required to transform how they manage relationships with customers. Each and every one of us serves customers, whether we realise it or not. Maybe you’re in a frontline position serving the people who buy your products or perhaps you’re serving staff members in other departments within your organisation. Participants will develop strategies for communicating with customers in a professional and positive manner, building rapport authentically, providing a great customer experience each and every time, building loyalty and repeat business, handling customer issues/complaints and much more. This course also covers telephone etiquette, email and face-to-face communication.

Workshop Objectives:

• Understand who your customers are, what they need and what they expect.
• Use outstanding customer service to generate loyal customers and repeat business.
• Understand the importance of delivering a great customer experience to both your internal and external customers.
• Understand how your attitude affects customer service delivery.
• Develop strategies to ensure you maintain a positive and customer focused attitude.
• Learn ways to exceed customer expectations and add value to the customer experience.
• Provide outstanding customer service over the telephone.
• Transform customer disappointment, issues and complaints into opportunities.

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