Course Overview - 2 days
Managing customer expectations is key to this programe and participants are challenged to consider service from different customers'perspectives that leads to the psychology of customer relationships.

The programme is underpinned with best customer service theory and practice and includes the basic skills to deliver excellent service

Who will the Course Benefit?
This course will benefit everyone involved in the management and delivery of excellent customer service/ relations.

What skills will the participtants gain?

• Differentiate between the product / service supplied and Customer Service
• Explain the impact of Customer Service
• Define Customer Service in the customer's terms
• Describe six principles of Customer Service, and list how these apply in their own business area
• Develop the perception to put themselves in the customer's shoes
• Use a range of interactive skills
• Manage difficult customer situations skilfully
• Employ effectively different channels of communication
• Give added value
• Identify the impact and importance of effective Customer Service
• Define, describe and specify the detail of effective Customer Service in their own business that will meet customers' expectations
• Set customer service standards
• Identify models of excellence in Customer Service provision
• Identify service gaps where the actual service level is falling short of customer expectations
• Develop a plan for attaining and maintaining high levels of Customer Service in their business