Courses

Exceptional customer service

General duration

1 day

Target group

Creating Exceptional Customer Service is a motivating and highly interactive program designed to provide participants with a range of strategies for building quality relationships, developing and maintaining a positive attitude, exceeding customer expectations and managing complaints. The course will enable participants to demonstrate enhanced professionalism and self-confidence in dealing with both internal and external customers.

Learning objectives

At the completion of this course participants should be able to:

• create and maintain rapport with external and internal customers
• recognise the importance of developing rapport both in face-to-face and telephone based environments
• recognise customer needs and ways to satisfy them
• list the six-step method of managing customer complaints
• initiate action plans for continued self-development to ensure transfer of learning to the job.

Course content

This course includes:

• the dimensions of quality customer service
• attitude and motivation
• exceptional internal and external customer service skills
• Moments of Truth – what do our customers want?
• managing customer expectations
• the six-step method of handling complaints