Customer Service Excellence

Who sets your Customer Service Standards?

• Your Customers Do
• You Do
• And Your Competitors Do

Why not join us on our next Customer Service Excellence Day and we will give you the skills to: -

• Develop a Customer Focused team
• 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

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.

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?

1-2 Delegates £375 + VAT per person 3-4 Delegates £295 + VAT per person 5+ Delegates £249 + VAT per person

"It Worked for me"Don't just take our word for it, these are quotes from our previous delegates who attended the Customer Service Excellence Course in Manchester.

"Good balance of theory and activity to reinforce learning.  Melanie clearly knew her subject and was able to offer examples that were relevant to the delegates.  I was volunteered for the course but glad I came.’ Jane Simmons, CFBT.

‘Training course was excellent.  Went over lots of scenarios which helped you understand a lot more. I feel this will help me in my job and be very effective in the long term. The trainer explained things very well and kept the course interesting.’ Claire Sherrington, CFBT Education Services.

‘Very informative and interesting course.  Fully enjoyed it and came out of it with a sense of achievement.  I also feel I am now ready to help my company grow and become better as a whole both internally and externally due to the content learnt on this course.’  Jim Drew, GH Brooks.

‘The course has certainly brought ‘customer awareness’ home, it has made me realise that I am also in the right job as customer care is required in all that I do.   I am now aware and confident that my skills can be shared to my team members and that my personal perception of customer service is in fact customer service.’  Dawn Hamilton-Fishwick FP Mailing North West Ltd. ‘Extremely informative and interesting course.  Covered many areas that I wasn’t expecting. I think any part of a company would benefit from this whether they deal with customers direct or not.’  Lucy Hall, LECO Instruments.