Delivering excellence in service
“Quality is never an accident; it is always the result of intelligent effort”- John Ruskin

Overview
Designed for those in daily contact with customers, this course help to develop communication and customer handling skills to create and build rapport, maintain customer relationships and deal with issues that may arise. Delivering an excellent customer service needs practice therefore you will be encouraged to use real examples during activities that will allow you to develop and enhance your skills 

Objectives
• Understand your impact on relationships between the company and your customer.
• Achieve excellence in the service provided to customers and maintain professionalism.
• Confidently communicate with customers and project the right image when dealing face-to-face and on the telephone.
• Handle difficult people and challenging situations successfully.

Content
Excellence in customer service
Highlight differences between internal and external customer service.
Your role and responsibilities to the customer.
Meet customer expectations and needs and deliver quality.
Achieve excellence in customer service and build on customer loyalty.

Building customer relations
Manage first impressions.
Build relationships with different types of people. 
Inspire confidence and present professionalism. 
Understand and manage customer demands.
Represent your company in a positive manner.

Taking personal ownership 
Take greater responsibility for customers.
Take personal ownership of customer satisfaction.
Add personal value and surpass expectations.
Enjoy the challenge and remain customer-focused.

Communicating positively with customers
Successful telephone techniques.
Sound clear, concise and positive at all times.
Learn to actively listen.
Make the customer feel valued.
Deal appropriately with different situations and awkward customers.
Project professionalism and confidence - defining assertiveness.
Give bad news and say 'no' constructively.

Duration:  2 day  (2 days do not have to be taken consecutively)
Suggested maximum number of participants: 12

Who should attend?
Individuals who deal with customers on a regular basis. The course has been designed for both face to face and telephone situations, however can be adapted to focus on one or the other if necessary.