Excellent Customer Service

Middlesex University
In London (England)

Price on request

Important information

  • Short course
  • London (England)
  • When:
    Flexible
Description

This workshop is designed for people who are the "face and voice" of the company, and who work in customer facing roles on a day to day basis.



An understanding of the importance of first impressions and building the customer relationship is an essential part of the overall marketing strategy of any company.

Important information
What are the course objectives?

By the end of the session delegates will:



Be able to define skills, knowledge and behaviours for best practice in excellent customer service

Recognise and explain links between excellent customer service and real business benefits and outcomes

Requirements:

Venues

Where and when

Starts Location
Flexible
London
The Burroughs, NW4 4BT, London, England
See map

What you'll learn on the course

Appraisal
IT
Customer Service
Marketing
Interpersonal Communication
Coordinate
Excellent
responsive
reliable| respectful
empathy
Handling customer

Course programme

Course content
Identifying who your customers are, what they want and what they expect
What is the customer experience and how can it be improved?
Defining the difference between good and excellent customer service
Retaining customers through effective customer service
The 3 Rs of customer service (responsive, reliable, respectful)
Interpersonal communication and empathy – how to be more effective
Handling customer complaints efficiently
How feedback can be used to improve quality


This workshop is part of the Management Series. Other workshops include:

Advanced selling skills
Effective preparation and follow up of client meetings
Excellence in customer service
Key account management
Marketing
Maximising fund raising opportunities
Maximising social media impact
Writing a sales strategy
Completion of four of the workshops in the series and a Work Based Learning Report will provide an opportunity to receive a Middlesex University Certificate in Personal and Professional Development NQF Level 4, 5, 6 or 7.