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Excelling in customer service

Course description

NOTE: All AER Training courses are tailored to meet specific training requirements so the following sample outline is for example purposes only.

‘Excelling at Customer Service’ is a practical course designed to give delegates the confidence to deal with customers professionally. It covers the essential skills necessary to represent the organisation to the best possible effect, providing new, existing and internal customers with a first class service.

The course offers delegates the opportunity to develop their customer service and looks at how to create the right first impression, communicate effectively, use assertive behaviour & language and, where necessary to deal with difficult people positively.

Who does the course suit?

Any person involved in a customer service and / or 'front desk' role. This may be staff who are relatively new to the role, as well as more experienced staff wanting to consolidate and confirm existing skills.

What will delegates gain from the course?

  • A clear understanding of the qualities and skills essential for excellent customer service
  • How to make a customer feel valued and build rapport
  • How to stay calm under pressure and be more assertive and confident in dealing with difficult situations
  • Excellent customer care skills using the techniques covered during the course

Course Outline

9.30 - 10.00
Coffee, Welcome, Introductions & Course Objectives

What makes for Excellent Customer Care?
(A brief delegate exercise looking at "the qualities and skills essential for excellent customer service").

Getting it Right - Building on Best Practices
(Why is good customer service important?)

10.45 -11.00 Coffee

Developing your Customer Service Skills
('The How' of Excellent Customer Service)

Effective Communication Skills and Building Rapport: The Importance of Questioning & Listening

13.00 - 13.45 Lunch Break

Developing your Customer Service Skills (continued)
Handling Difficult Situations

14.45 - 15.00 Tea

Techniques for Delivering Excellent Customer Service - 6 Tools for Consideration

16.30-16.45 Workshop Summary, Review of Key Learning, Personal Action Plans and Close.

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