Customer Service Excellence

Public relations and Customer service

Course Info

Duration: 1 Week

Available Dates

Venue

  • June-21-2021

    Paris

  • June-28-2021

    Madrid

  • July-05-2021

    Kuala Lumpur

  • July-05-2021

    London

  • July-11-2021

    Dubai

  • July-12-2021

    Istanbul

  • July-19-2021

    Paris

  • July-26-2021

    Madrid

  • Aug-02-2021

    Kuala Lumpur

  • Aug-02-2021

    London

  • Aug-08-2021

    Dubai

  • Aug-09-2021

    Istanbul

  • Aug-16-2021

    Paris

  • Aug-23-2021

    Madrid

  • Sep-06-2021

    Kuala Lumpur

  • Sep-06-2021

    London

  • Sep-12-2021

    Dubai

  • Sep-13-2021

    Istanbul

  • Sep-20-2021

    Paris

  • Sep-27-2021

    Madrid

  • Oct-04-2021

    Kuala Lumpur

  • Oct-04-2021

    London

  • Oct-10-2021

    Dubai

  • Oct-11-2021

    Istanbul

  • Oct-18-2021

    Paris

  • Oct-25-2021

    Madrid

  • Nov-08-2021

    Kuala Lumpur

  • Nov-08-2021

    London

  • Nov-14-2021

    Dubai

  • Nov-15-2021

    Istanbul

  • Nov-22-2021

    Paris

  • Nov-29-2021

    Madrid

  • Dec-06-2021

    Kuala Lumpur

  • Dec-06-2021

    London

  • Dec-12-2021

    Dubai

  • Dec-13-2021

    Istanbul

  • Dec-20-2021

    Paris

  • Dec-27-2021

    Madrid

  • Jan-03-2022

    Kuala Lumpur

  • Jan-03-2022

    London

  • Jan-09-2022

    Dubai

  • Jan-10-2022

    Istanbul

  • Jan-17-2022

    Paris

  • Jan-24-2022

    Madrid

  • Feb-07-2022

    Kuala Lumpur

  • Feb-07-2022

    London

  • Feb-13-2022

    Dubai

  • Feb-14-2022

    Istanbul

  • Feb-21-2022

    Paris

  • Feb-28-2022

    Madrid

  • Mar-07-2022

    Kuala Lumpur

  • Mar-07-2022

    London

  • Mar-13-2022

    Dubai

  • Mar-14-2022

    Istanbul

  • Mar-21-2022

    Paris

  • Mar-28-2022

    Madrid

  • Apr-04-2022

    Kuala Lumpur

  • Apr-04-2022

    London

  • Apr-10-2022

    Dubai

  • Apr-11-2022

    Istanbul

  • Apr-18-2022

    Paris

  • Apr-25-2022

    Madrid

Course Details

Course Outline

5 days course

 
 
The world of customer service excellence
 
  • Excellence in customer service and what it resembles.
  • Distinguishing how excellence in front-line customer service is delivered and controlled.
  • Evaluating the quality of the service that you offer.
  • Concepts of customer care and the customer decision procedure.
  • Models for managing customer care.
  • The psychology of customer care – an outline.
  • Managing criticism, controlling anger and aggression.
  • Comprehending what your customers say about you and your organisation.

 

Gaining a greater Comprehending of your organisation’s service delivery
 
  • The bond between customer service and reputation.
  • Analysing the proof for investing in excellent customer service.
  • Comprehending Porters Value Chain – how do you create value for your customers.
  • Who are your internal suppliers and customers?
  • What are the systems that help you all to deliver excellence to the customer?
  • Building lasting rapport with your customers – internal and external.
  • Creating a lasting first impression.

 

Communication masterclass

 

  • Accomplishing perfect communication.
  • Powerful listening and addressing techniques to understand what customers need.
  • Typical customer behaviour patterns
  • Body language secrets that show how others are thinking and answering to you.
  • Lenses or filters to communication.
  • Communications Types.
  • Using perceptual positions to understand your customers’ ideas.
  • implement communication channels to increase engagement.

 

Managing the delivery of customer service excellence
 
  • Delivering a cutting-edge customer experience.
  • Building up a customer strategy – planning for an interactive business relationship.
  • Change management of processes, metrics, incentives and skills to deliver the customer experience.
  • Benchmarking to accomplish competitive differentiation.
  • Setting up internal information supply streams that flow through and around the organisation.
  • Knowledge management as a customer service tool.
  • Using a performance management structure.
  • Coaching – a tool for self and others.
  • Influencing exercises.

 

Action planning to achieve customer service excellence
 
  • Building up a plan to deliver excellence.
  • Introducing your plan to top-tier management.
  • Assertiveness and what it means.
  • Handling difficult people in an assertive way.
  • Keeping up high standards of customer service.
  • Reviewing the service that you offer and reacting accordingly.
  • Embracing change for the benefit of all.
  • Personal development planning.

Course Video