Customer Service and Revenue Generation

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Customer Experience and Relationship Management
Customer Service and Revenue Generation

Course dateNew dates coming soonVenueContact usCPD hours20Duration5 DaysFee£4,300

100+ reviews on findcourses.co.uk4.9 · Google reviews

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Customer service is a key differentiator in a context where companies are offering comparable products and services within increasingly tight budgets and limited resources. Terms like ‘more for less’, efficiency savings and cuts are now everyday language.

This course will help frontline customer service staff and managers understand the value of good service and the cost of poor service. Delegates will apply the service-profit chain and customer lifetime value models to their own contexts to identify opportunities for revenue generation within the service experience.

They will learn about the impact of making postive first impressions and building solid customer relationships. By adapting their behaviour to suit different customer personality types, delegates will increase their chances of achieving postive outcomes more often, even when things don't go to plan. Through roleplays and other interactive exercises, delegates will develop their ability to delight customers and when needed to transform negative experiences into positive ones.

Every delegate will leave the course with a challenging but realistic development plan to dramatically improve customer service delivery in their area.

Course Objectives

By the end of this interactive training programme, you will be able to:

Realise why giving good service is important.
Describe the practices of world-class customer service providers and model your performance on those practices.
Assess the current value of your organisation's “customer experience”.
Explain how to turn complaints into opportunities.
Identify revenue generation options and allocate resources in accordance with your organisation’s objectives and limited resources
Generate greater flow of revenue in your organisation

Who Should Attend?

Retail assistants
Customer service assistants/executives
Contact centre agents
Customer service managers

Day by day

Course Outline

Customer Service Principles, Evolution and Purpose.
The benefits of excellent customer service.
Customer psychology: what are your customers' expectations?
World-class service – a modelling exercise.
Creating ‘magical’ experiences for your customers.

Want a copy of the outlines in your inbox?

Recognition

Accreditations

CPD Standards

Helping to develop learning worldwide.

100000+ members59+ countries3000+ chapters

ISO 9001:2015

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Date & venue

New dates coming soonContact us

Price£4,300

Places available

Covered by the LTFE Guarantee — 100% satisfaction

Corporate buyer? You can request to pay by invoice at checkout.

Need help deciding?

WhatsApp Isabel

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Dates, Venues & Prices

New dates for this course are being scheduled. Contact us and we'll let you know the upcoming dates — or arrange a session for your team.

3for2

Training a team?

Book this course

Date & venue

New dates coming soonContact us

Price£4,300

Places available

Covered by the LTFE Guarantee — 100% satisfaction

Corporate buyer? You can request to pay by invoice at checkout.

Need help deciding?

WhatsApp Isabel

Not sure it's the right course? Ask Isabel.Leave a message

Our Customer Experience and Relationship Management training advisor — replies within an hour during working hours.

WhatsApp Isabel

isabel@londontfe.com

+447424217520

Run this course for your team

We deliver this course in-house, tailored to your organisation — at your offices or a venue of your choice, anywhere in the world.

2013delivering training since

65,000+training hours delivered

5 / 5from 100+ verified reviews

CPDaccredited courses

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If the course doesn't meet the standard we promise, we refund it.
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What our delegates say

Thank you for the opportunity for having attended Advanced Skills of the Bid and Tender Management Process from London Training for Excellence. It was a good experience as I find myself with added knowledge so as to contribute I a more quality manner to my com…

Peter W

The course is very adaptable to everyday work and contributes to developing CSR framework in our own organisation. Very practical and useful.

Ove H

The training provided by LondonTFE are very inspirational and thought provoking. The outlines are comprehensive and the method of teaching is mostly practice-oriented. The LondonTFE staff always been able to balance the composition of participants, which contr…

Bilal M.

Frequently Asked Questions

Can I pay by invoice or purchase order?−

Yes — choose “By Invoice” at checkout and we’ll invoice your company. You can also pay instantly by card, Apple Pay, Google Pay or PayPal, with confirmation the moment payment completes.

What’s included in the course fee?+

Expert-led tuition for the full course, all course materials, and your CPD certificate. The fee shown is per delegate; UK VAT is added for UK-billed bookings.

Will I receive a certificate?+

Yes — every course is CPD-accredited and this course carries 20 CPD hours, which you can put towards your professional portfolio.

Can I transfer to a different date if my plans change?+

Contact our team and we’ll do our best to move your booking to another scheduled date, subject to availability. We never cancel a confirmed booking.

Do you offer group discounts?+

Yes — register 3 delegates on the same course and pay for 2 with our 3-for-2 offer. For larger groups or private delivery, ask us for a group quote.

Can this course run in-house for my organisation?+

Yes — we deliver tailored in-house versions of this course worldwide, at your offices or a venue of your choice. Get in touch for a proposal.

How often do you update your course content?+

Our course content is constantly reviewed and updated to ensure we stay up to date with all the latest trends. After every course is completed we review the feedback and improve the material where necessary.

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