Training course material come complete with:

• 24 full colour slides (supplied on MS Powerpoint)
• 39 page Master Course Notes (supplied on MS Powerpoint)
• 46 page Master Delegate Manual (supplied on MS Word) with additional self study material for post-course reflection
• 18 - point Superior Service Questionnaire in the delegate manual to assess customer service skill level (before, during or after the course)
• A self study section on telephone skills in the delegate manual (as the course content does not cover telephone skills). Please see our Telephone Skills course material and details below of our combined Exceptional Customer Service and Telephone Skills 2-course purchase option.

What does the training course material cover

• Key themes in customer service research
• Exceptional customer service - what it is and what it isn’t
• Moments of truth in customer service
• Creating service that ‘delights’ not just ‘satisfies’
• Consequences of poor service
• The 3 principles of exceptional customer service
• Rapport building
• First (and last) impressions) count
• Superior Service Questionnaire - How good are you?
• In our customer’s shoes - what does the customer expect?
• Role of emailing in customer service
• Dos and don’ts of emailing
• Using assertiveness to respond to difficult situations - saying no; disagreeing and negotiation
• Nature of anger
• Case study in dealing with angry people
• Tips and tactics around dealing with angry people

A feature of the training course material is the use of a Knowledge/Skill Checklist (within the delegate manual) - a list of the knowledge and skills being developed. Delegates rate themselves at the start and finish of the training course to establish the extent to which they have benefited. This also gives the delegate, and their line manager, further analysis of their strengths, highlighting any further development needs.

What Clients Have Said About Our Course Materials

“What excellent course materials - I’m very impressed - and I don’t say that lightly”

“I thought the workshop was terrific value for money”

“It saved me so much time”

Duration

1 day

Target Audience

All staff who are responsible to deliver service to others - customers, clients or internal customers.

Format

Ready-to-deliver training course material are supplied via MS Word/Powerpoint files emailed to Buyers within 24 hours of  payment being received. In 95% of cases, we email within the hour. The materials come with copyright waiver to multi-copy and our permission to adapt the course material to exactly fit your needs e.g. amend the behavioural situations, add your corporate colours.

Training course material can be used for the exclusive training of the purchasing companies’ employees. You don’t even need to buy multiple sets for all your Trainers.

Prices

£132 (inc 20% VAT) complete with copyright waiver licence. All our materials are subject to our Terms of Business. Please read prior to purchase. Pay on line via credit /debit card /Paypal by clicking the Buy button below. Alternatively, pay by cheque, or be proforma invoiced go to our Terms of Business page to download an order form.

Courses for YOU to Deliver

EXCEPTIONAL CUSTOMER SERVICE

Special Offer! Customer Focused Package

2 courses : Exceptional Customer Service & Telephone Skills: £216 (£180 + £36 V.A.T.).

Use them as separate 1 day courses or mix and match the content to produce a tailor-made course.

SPECIAL OFFER

Buy a package of  two

1-day customer focused course materials:

Exceptional Customer Service

Telephone Skills

At a substantial discount!

See below.

Skill development training course material designed for you to pick up and deliver with the minimum of hassle - comes complete with all the course material (in Powerpoint and Word documents) you need to run the training. No design worries!

In today’s competitive markets, delivering exceptional customer service is increasingly important to differentiate you and your competitors. This course helps customer service providers understand the importance of their role and develop essential skills required to deliver superior performance i.e. service which doesn’t just satisfy, it delights! - the words used, the way they are used and the actions taken to fulfil your customer’s expectations. It also covers the difficult customer situations, when we need to respectfully say no, negotiate a solution or calm an angry customer when something has gone wrong in the service chain.

This course material is also appropriate for delivering exceptional customer service to internal customers.

Sample slides/ trainer notes

Sample delegate manual