This excellence service training course gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

By the end of this course, delegates will be able to:

• Identify the key concepts in relation to providing customer service excellence
• Review, refine and develop further both the skills and processes required to ensure excellent customer service
• Establish the skills required to identify new or additional sales opportunities
• Practise these skills in a number of customer service situations

• CEOs
• Managers 
• Professionals 
• Help-desk and End-user Support Professionals 
• Anyone who wants to provide an excellent service to his customers

This interactive Training will be highly interactive, with opportunities to advance your opinions and ideas and will include;

• Lectures
• Workshop & Work Presentation
• Case Studies and Practical Exercise
• Videos and General Discussions

DAY 1:

• Review of customer service standards
• What is excellent customer service?
• Barriers to excellence – additional support required
• Who are your customers? Internal and external
• Developing the customer relationship
• Building rapport
• Demonstration empathy

 DAY 2:

• The Priority Matrix
• Focusing on priorities to achieve objectives
• Revising priorities
• Consideration of impact and benefit

DAY 3:

• Mastering the telephone
• Essential communications skills
• Internet Customer Service Skills
• Active listening: Questions, statements and objections
• Additional customer care channels and Internet customer service skills
• Presenting bad news or saying ‘no’ in a positive manner

DAY 4:

• Creating a professional image – environment / use of phone / email / messages
• Structuring expectations
• Identifying additional sales opportunities
• Time Management Strategies. Taking control of your time: Time analysis, task identification, task Analysis and time prioritization
• Customer specific scenarios with feedback and coaching

DAY 5:

• Stress Management Strategies
• Discussion: What is stress? What causes stress?
• Managing stress (or even eliminating stress)
• Action planning
• Evaluation
• Summary

CDGA attendance certificate will be issued to all attendees completing minimum of 75% of the total course duration.