Exceptional customer service … a practical ‘How To’ guide – On-demand e-Learning

Overview

We all have customers, clients and colleagues and your personal and professional success will depend largely on how well you meet their needs. Getting it right may lead to a long-term relationship but getting it wrong can result in a personal and business loss.

Whether your ‘customer’ is a potential or existing client, team member, manager or any other stakeholder, this eLearning course will equip you with practical skills for effective customer interactions, delivering service excellence and creating a positive customer experience.

ON-DEMAND

What’s covered?

• Fundamentals and dimensions of best practice service excellence
• Stakeholder and customer expectations, needs and satisfaction
• Having a service mindset – organisational purpose, culture, values and behaviours
• Conflict and communication skills to de-escalate challenging situations

Who’s it for?

• Team Leaders and Managers
• Customer Service team members
• Anyone who builds and maintains a client/customer base

Outcomes

• An understanding of how the power of empathy can help you connect with customers
• Ability to identify what are your customer’s real needs, desires and wants
• Understand how to communicate positively, professionally, with credibility, trust and diplomacy
• Know how to deal with ‘challenging’ customers and leave them satisfied