Delivering Service Excellence is aimed at individuals and companies involved in the delivery of customer service.  It is a highly participative, trainer-led course which gives the participants the skills and knowledge they can immediately use in the workplace.

Delivering Service Excellence covers:

  1. The role of service excellence
    • Introduction
    • Delivering Service Excellence
    • Why are we here?
    • Providing services to customers
  1. What do you have to offer?
    • Your organisations’s offer to customers
    • Are you the expert?
    • Making a promise
  1. Understanding your customers
    • Know your customer
    • Meeting, managing and exceeding customer expectations
    • The expectations of your customers
    • Changing expectations
    • Steps in the customer service process
    • Customer loyalty
    • Who’s after my customers
  1. Providing service excellence
    • What is service excellence?
    • Creating a positive first impression
    • Choosing your behaviour
    • Meeting emotional needs
    • Internal customers
    • Working successfully with your colleagues
    • Providing an accessible service
    • Legislation, policies, procedures and standards
    • Wowing the customer
  1. Connecting with customers
    • Making a connection
    • The communication process
    • Inspiring confidence and building trust
    • It’s not what you say, it’s the way that you say it
    • Body language
    • Becoming a better listener
    • Asking the right questions
    • Presenting information to customers
    • On the telephone
    • Putting it in writing
  1. Dealing with difficult situations
    • Customer dissatisfaction
    • The value of customer feedback
    • Receiving praise and comments
    • Service recovery
  1. Boosting business
    • Promoting your organisation
    • Options for boosting business
    • What is selling?
    • The sales process
  1. Improving your customer service
    • Reviewing your performance
    • Planning for service improvement