Excellerate Customer Service Excellence Course Outlines

"Without great employees you can never have great customer service"
Richard F. Gerson

CUSTOMER SERVICE EXCELLENCE
Practical interactive inhouse courses and workshops that develop the behavioural skills and strategies to:

Become more effective with more customers
Create and maintain a professional customer-focused image.
Deal with complaints, angry and difficult customers confidently and competently

These descriptions are a guide to course content as courses are customised to meet customer needs and specifications

First Class Frontline Service Building the beliefs, behaviours and skills that drive exceptional customer service Customer service people need a sound understanding of the purpose and importance of their role as well as the skills and strategies to deliver first class service. This course is designed to foster the attitudes and develop the skills that drive the customer-focused behaviours required for exceptional service. Through role play, practical exercises and small group discussion participants practice a structured process for managing customer service transactions, responding to complaints and objections and developing the essential interpersonal skills to deal with customers competently and confidently     Dealing with Angry and Difficult Customers Resolve conflict, retain relationships, build credibility to enhance your customer service image Customer service people on the "firing line" need the confidence and the behavioural skills to effectively manage angry and difficult customers to build credibility, retain relationships and enhance your service image. Through small group discussion, structured activities and interactive role plays participants practise the skills to read customers behaviours more effectively, quickly take control of the situation and shift into active problem solving. They learn to apply a range of proven strategies to defuse conflict, resolve issues and respond to angry and difficult customers more confidently and effectively.

Past Participant Feedback "This was an extremely successful workshop, the buzz of the team working together was wonderful to see. You certainly have your finger on the pulse.  Thank you for your wonderful session, may there be many more to come" "Enjoyable course well presented and suitable to my job" "Thoroughly enjoyed, well presented and informative" "Good course – made me think about the way I do things and how I cope with different people in different situations" "Even though I have had lots of experience in this field I wish I had dealt with these behaviours earlier on and this course has emphasized those that need addressing personally"