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.
By the end of this interactive training programme, you will be able to:
Module 1 - The benefits of excellent customer service
Module 2 – The Customer Profit Chain
Module 3 – People buy from people
Module 4 - How to turn difficult situations into opportunities
Module 5 –Revenue generation and resource allocation
Get the most out of group training with our special discount! Register 3 of your participants together on the same course and only pay for 2.
Employees of professional or formally regulated bodies are generally expected to have CPD accredited training. This type of accreditation ensures that the training is knowledgeable, informed and constantly updated. It ensures our standards as a company are kept high and consistent.
We will never cancel a confirmed booking
We offer around the clock support
We customise our courses to suit your personal learning needs
Our courses are delivered by highly experienced industry experts
All our courses are accredited by the CPD Standards Agency
Training is hugely beneficial to both yourself and your company. It enables you to employ new technologies, increases your productivity and enables you to be more autonomous. Have a look here at our infographic on the importance of training and development!
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.
Yes, we focus our training on ‘real-world’ scenarios and our trainers are all highly experienced and skilled in their relevant fields.
Yes, we offer certification with all our courses, every course is entitled to CPD (Continuous Professional Development) hours which you can put towards your professional portfolio.