Course Introduction
With Customer Experience excellence, there are no losers – Customers win, employees win, the organization wins! Delivering first-class experience is a successful strategy for everyone.
Delivering Experience Excellence covers essential customer service skills so staff can deliver world-class standards of service on a consistent basis. It is highly participative, trainer-led and features a variety of learning activities to help staff develop their skills and enhance their performance in the workplace.
Learning Objectives
Upon completion of this workshop, participants will be able to:
- Identify what their organization has to offer customers
- Understand who their customers are, what they need and what they expect
- Identify the key elements of customer service excellence
- Create a positive impression and enhance the image of their organization
- Communicate and establish a rapport with customers
- Choose appropriate behavior for different customer service situations
- Work with their colleagues to deliver excellent service on a consistent basis
- Deal effectively with situations where customer expectations have not been met
- Identify methods of promoting their organization and help achieve more business
- Review their performance and plan for customer service improvement
Key Course Content
Target Audience
This customer service course is for all members of staff especially those who have contact with customers, whether face to face, over the phone, or electronically.