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Service excellence

Customer service excellence

Being able to provide a great customer care service can be the difference between gaining and keeping a customer and losing one. The importance of dealing with customers efficiently and effectively is often underestimated.

This customer service training course provides the tools and techniques to ensure you maintain an excellent relationship with your customers. Equipped with the right customer service skills, you can ensure customers will keep coming back for your product or service.
Cost: £499 + VAT
Duration: 1 day(s)
Available dates and locations
  • London
    • Tuesday 23/11/2010
    • Thursday 27/01/2011
    • Wednesday 23/11/2011
Our customer service courses can help you: 

  • Identify what customer care means and the standards of care expected in your company 
  • Find your customers and their requirements more effectively 
  • Gain customer service skills to deliver and exceed customer expectation through the delivery of a more professional service 
  • Use the essential structures and methods for delivering customer service by phone and face-to-face.
For front line and support staff who require customer service skills to provide a service to external and internal customers by phone or face-to-face.
  • Effective customer service training, including an explanation of customer care and why it is so important 
  • The benefits of improved customer service 
  • How to identify key customers and stakeholders 
  • Establishing the key priorities and preferences of your customers 
  • Understanding the impediments to better customer care and how to eliminate them "Expected" and "exceptional" service 
  • Customer service skills, including the three essential elements required for customer care 
  • The importance and impact of communication in customer facing relationships 
  • Recognising your own communication style 
  • The 3 Vs of communication and the impact on customer interaction 
  • The building of rapport through active listening and support 
  • Telephone etiquette - the do's and don'ts 
  • Using communication skills when meeting a customer face-to-face 
  • The fundamentals of assertive behaviour in customer situations 
  • The four steps for developing more assertive behaviours 
  • Delivering difficult messages 
  • Practice sessions and scenarios 
  • Action planning.

Payment:
Must be made in full no later than 14 working days prior to the course start date.

Transfers:
The following charges will apply if you wish to transfer your booking to a later course date:
21+ working days before a course = 0% of the course fee
5-20 working days before a course = 50% of the course fee
1-4 working days before a course = 100% of the course fee

To transfer a delegate please call us on 0800 022 3410.

Substitute delegates:
You can transfer a place on a course to a substitute delegate free of charge.

Cancellations:
The following charges will apply if you wish to cancel a course:
21+ working days before a course = 20%
1-20 working days before a course = 100%

Cancellations must be received in writing via email to courses@capita-ld.co.uk and must contain the full booking details including organisation name, booking and delegate contact details.

For full terms and conditions please see Terms and conditions page, for other queries please refer to our frequently asked questions page.

Testimonials

"The course was very helpful and gave me a clear understanding on customer service and how to get on with other people better."
Receptionist, Stear Davies

"Excellent! I have learnt a lot!"
Administrator, QinetiQ Amey

Enquiries

For more information on any of our services contact:

E: enquiries@capita-ld.co.uk
T: 0800 022 3410

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