Brilliant Customer Service Skills, Holiday Inn, Wednesday, 11. September 2019

Brilliant Customer Service Skills
Description
You will learn practical and proven ways of improving customer service and support standards. This includes:


How to deliver customer service excellence every time!


Improved communication skills by telephone and **** to ****


Managing and exceeding expectations for improved customer satisfaction.



Content
What is Brilliant Customer Service?


The skills, mind-set and behaviours required to deliver customer service excellence


How to make every customer feel important


The SPECIAL model - creating customer satisfaction naturally and consistently


Applying these principles to your job role and customer type - practical exercises


Better people skills and best practice telephone techniques


Brilliant first impressions - welcoming – the first thirty seconds


The do’s and don’t’s of telephone communication


How to use behavioural flexibility to create a more positive experience for customers



Who should attend
All staff who work directly with customers all support those that do. Suitable for internal and external customer support. 

Running time: Half day from 09.15 to 12.45 

Tickets: RRP £149 Plus VAT (Early bird booked 3 weeks in advance £99 Plus VAT)
Reserve your ticket now and pay on invoice

About the trainer and training format
The course is delivered by Graham Roberts-Phelps, business skills training specialist
Over the last twenty years Graham has personally trained or coached over 25,000 business professionals in 30 countries and hundreds of organisations.
The course is interactive, well-paced and highly participative, using the latest learning techniques to help capture and keep learner’s attention throughout the course.

Brilliant course, really interesting and very focused to my job role and day to day work.’‘Took away some very good ideas that I can use every day… good examples too.’

Wednesday, 11. September 2019, Holiday Inn, Brilliant Customer Service Skills

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