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Customers are becoming more discerning in their needs and are looking beyond service for memorable interactions and experiences. This interactive course is designed to give managers the behavioural and delivery tools to deliver exceptional internal and external customer experiences across the organisation.
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Driving Exceptional Customer Service
To book onto this course, or to find out further information, please call 0800 022 3410. All bookings subject to the Capita Terms and Conditions. © Capita Learning & Development
Driving Exceptional Customer Service
Overview
Customers are becoming more discerning in their needs and are looking beyond service for memorable interactions and experiences. This interactive course is designed to give managers the behavioural and delivery tools to deliver exceptional internal and external customer experiences across the organisation.
Who is it for? Managers who want to deliver improved customer service.
What you will learn:
The purpose of customer service and your role in providing it Customer thoughts and the importance of feedback
The Objective-Support Grid and its use to reconcile and share objectives How to improve team performance and the PERFORM characteristics Understanding the 4 stages of team development Negotiating, influencing and persuading techniques Continuous improvement strategies Case studies to consolidate your practical learning Practical tips on how to improve your customer service Communicating the benefits
Benefits of attending – You will be able to:
Actively contribute to the internal/external customer experience Demonstrate role model behavior Value continuous improvement and customer retention
Duration: 1 day Ref: GDEC6
