Become a Customer Driven Business, Develop a Customer Focused team, Provide Outstanding Customer Service, Make every customer feel important, Set the standards in your industry, Out-service your competition, and Grow Your Business on Repeat Business.
Location: Bury, Manchester
Duration: 1 day
If you have a voucher code please enter it on the booking page.
Customer Service Excellence Course in Manchester
There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.
Sam Walton, Founder of Wal-Mart
Caring for your customer is directly related to the success of your business. Customer service training will give you a deeper understanding of how your service meets your customer’s needs.
You will learn skills of verbal and non-verbal behaviour and an empowering attitude that will ensure excellence is achieved every time.
Customer care is not always about the front line. Internal customer service is the way staff within your organisation respect each other and meet each other’s needs. It is here where the culture of excellent customer care is created and developed.
This course will also explore the connection between your internal and external customers and how to balance their needs.
•Defining customer care
•Positive and negative customer service experiences
•Who are your customers?
•External and Internal customers
•The customer experience
•Creating excellent in customer service
•What assumptions do you make about them?
•Mapping the customer supply chain
•Linking internal teamwork and the external customer
•Managing expectations
•Communication skills
•Body language
•Face to face customer contact
•Telephone customer contact
•Email customer contact
•The ladder of loyalty
•Customers as your adverts
•How can you treat them better?
Trainer profile: Melanie Windle
Melanie Windle is an experienced and creative personal development trainer and group facilitator whose methods and style of delivery empower individuals and groups to realise their potential. Melanie has been involved in developing people for over 25 years. Her specialist areas of training are the personal development skills required for managing ourselves, managing others or being managed. She works extensively across all three sectors – public, private and not-for-profit – both nationally and internationally.
Don't just take our word for it, these are quotes from previous delegates:
“Met my expectations? Yes and beyond, has made me look at myself and my behaviour and how it affects others. Very interesting not like any other course I’ve been on before and there’s been many. Thanks.” Julie Wharfe, Eastlands Homes
“Really productive, very good engaging trainer, who was able to put herself into our role, our experiences and apply the methods that we learnt to specific situations. I can’t wait for my next awkward customer, bring it on. Oh and thank you Melanie.” David Manchester City Council.
Why not join us on the next Customer Service Excellence course and book your place now?
September 13, 2013