Service Excellence [2 Days]

The training programme is for delegates to become more professional and effective in the way they handle both face to face and telephone service when dealing with internal and external customers. Delegates will understand the impact on them and their organisation of providing the best possible service learning to communicate with customer’s in a professional and effective manner.

  • Defining good service
  • Evaluating service levels
  • Defining customers
  • Understanding the Moment of Truth
  • Defining WOW service
  • Dealing with difficult clients and complaints
  • Understanding customers
  • Communicating correctly with customers
  • Building customer relationships
  • Exploring telephone etiquette
  • Processing calls professionally
  • Personal accountability
This course is intended for all employees in organisations who recognise that a highly competitive market prizes Service Excellence above all customer retention factors.
  • Introduction to Customer Service – 21st Century Challenges
  • Good vs. Poor Service
  • Who is my Customer?
  • Customer Satisfaction
  • Wow! Service – Going the Extra Mile
  • Dealing with Customer Complaints
  • Understanding your customer
  • Communication Skills – a Vital Tool for Excellent Customer Service
  • Effective Telephone Etiquette
  • Processing Incoming Calls
  • Processing Outgoing Calls
  • Personal Accountability & Commitment Plan