Delivering Service Excellence

Skills & Training

Delivering Service Excellence

Delivering Service Excellence aims to help you provide world-class service to all you customers.

Who is the course intended for?

Students and members of staff  that work within all sectors

What will I gain from the course?

  • Identify what your organisation has to offer customers
  • Understand who your customers are and what they need and expect
  • Appreciate the key elements of customer service excellence
  • How to create a positive impression
  • Work with colleagues to deliver excellent customer service on a consistent basis
  • How to deal with difficult situations
  • How to boost business
 

Duration:

One Day
 

Do I need previous skills & knowledge?

No

What does the course cover?
 
  • Benefits of excellent customer service
  • Identify your internal and external customers
  • Importance of customer loyalty
  • Changing expectations and service trends
  • The customer journey
  • Policies, procedure and standards
  • First impressions
  • The communication process
  • Listening skills
  • Telephone techniques
  • Working successfully with your colleagues
  • Providing an accessible service
  • Language and cultural diversity
  • Welcoming customers of all ages
  • Using customer service to boost business
  • Converting enquiries into sales
  • Handling complaints and resolving problems
 

Course Method:

  • Group discussion
  • Case studies and activities
 

Assessment:

A short multiple choice test or optional City & Guilds short answer examination held at the end of the day (additional cost applies)

Isle of Wight courses:
Please contact the Isle of Wight Chamber of Commerce - 01983 520777 chamber@iwchamber.co.uk
Isle of Wight Chamber members - £45pp / Non Chamber members - £55pp
To apply for a course date on the Isle of Wight please complete an application form

 

Open course dates and venues

Thu Jan 25, 2018
Apollo Hotel, Basingstoke