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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.
HIGHLY RECOMMENDED for Client and Customer Relationship Management
Strength Deployment training is extremely effective in providing the insight and developing the frameworks and strategies to strengthen customer/client relationship management. The Strength Deployment Inventories are practical learning tools that help people and teams manage interactions and control the outcomes of their relationships with others | SDI Training» |
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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"
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Off the shelf training solutions may not always be the best approach to address the learning and performance needs of your people, teams and business. With this in mind, Excellerate works closely with organisations to develop tailored in-company programmes specifically to meet your needs.
- Tailored solutions are more closely aligned to your specific training and development strategies
- Learning goals, course content, workshops and schedules are customised to best meet your organisation’s specific needs
- Learning outcomes support your corporate strategy, workplace policies, continuous improvement or cultural change.
- Courses are delivered on your premises (in-house) so travel costs and downtime are reduced for participants
- Involve your workplace subject matter experts, manager, HR and L&D personnel through co-facilitation of sessions
- You nominate the times and locations of your choice to ensure minimal disruption to your organization
- Programmes are delivered over a timeframe that accommodates your busyiness cycle
- Improve supplier relationships and strengthen partnerships by involving your contractors and suppliers
- In-house courses create an ideal learning environment to foster interdepartmental relationships
- Messages, method and content are consistent and materials can incorporate your own branding
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