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Hourglass segment

Service excellence

Driving exceptional customer service

Customers are becoming more discerning in their needs and are looking beyond service for memorable interactions and experiences. This interactive course is designed to give managers the behavioural and delivery tools to deliver exceptional internal and external customer experiences across the organisation.
Cost: £475 + VAT
Duration: 1 day(s)
Available dates and locations
  • London
    • Tuesday 15/05/2012
    • Monday 09/07/2012
    • Tuesday 02/10/2012
    • Friday 23/11/2012
  • Actively contribute to the internal/external customer experience
  • Demonstrate role model behaviour
  • Value continuous improvement and customer retention
Managers who want to deliver improved customer service.
  • The purpose of customer service and your role in providing it
  • Customer thoughts and the importance of feedback
  • The Objective-Support Grid and its use to reconcile and share objectives
  • How to improve team performance and the PERFORM characteristics
  • Understanding the 4 stages of team development
  • Negotiating, influencing and persuading techniques
  • Continuous improvement strategies
  • Case studies to consolidate your practical learning
  • Practical tips on how to improve your customer service
  • Communicating the benefits

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.

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Enquiries

For more information on any of our services contact:

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