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Customer Service - Make Yours Extraordinary

GBC Learning & Development
Course summary
1 day
375 GBP excl. VAT
Open / Scheduled
Next available date: Call For Dates - London
Course Dates
Cambridge
Call For Dates 
375 GBP
Guildford
Call For Dates 
375 GBP
London
Call For Dates 
375 GBP

Course description

Customer Service

By the end of the course you will be able to:

  • Inspire a service culture where professionalism and enthusiasm are fused together
  • Build on existing capabilities and re-focus attitudes and skills to proactively meet current and future challenges
  • Demonstrate what comprises an extraordinary service attitude and approach
  • Develop skills in communication and behavioural flexibility - dealing with different people and challenging situations
  • Enhance complaint-handling skills and understand how to turn the situation around to gain a positive outcome

Suitability - Who should attend?

Happy customers keep coming back and recommend others. This day is for people new to customer service or who need an injection of fresh ideas. You will redefine service levels and leave with the understanding, skills and commitment to deliver a world class service.

Outcome / Qualification etc.

GBC Learning course attended certificate

Training Course Content

Setting the context

  • What we are going to cover
  • What brings you here and what do you want from the day?

Why Extraordinary Service?

  • Examples of how great service is being delivered
  • The level of service people expect and why the need to sharpen up is greater than ever

Who Are Your Customers?

  • Classifying client types and levels of expectation
  • What are we going to change or improve

Perception – How People See Us

  • Impression – perception is everything – ‘moments of truth’
  • Process – managing the client is as important as results
  • Attitude – there is nothing so contagious as enthusiasm
  • The main differentiator is YOU

Skills For Personal Development

  • First impressions and how to make them
  • Telephone essentials & specific vocabulary
  • Questioning and building rapport
  • The use of ‘verbal attends’ and questioning skills to clarify
  • Four POWER points for astonishing influence and impact

Complaints or Resolving Issues

  • Why complaints are ‘GIFTS’
  • How the brain works when we are upset – what we do wrong even when trying to do it right
  • Recovery strategies when things go wrong
  • The 4 Levels of Service used by all top service providers
  • Coffee stains/Sacred cows
  • The Five Commandments of Service Superstars - the traits that make superstars!

The way forward

  • Taking ideas back to the workplace and putting them into action

Expenses

Course fees are £375 + VAT per delegate.

GBC offers a 'buy one, get one half price' offer on all courses. Please send us an enquiry for more information. 

In-House Training

GBC can develop customised solutions or deliver off-the-shelf courses in-house for your staff. This approach makes perfect sense for groups of 4+ delegates, enhancing cost effectiveness as well as team bonding.

About provider

GBC Learning

GBC Learning & Development - Business training at its best

The trainers at GBC Learning & Development have practical backgrounds and a wealth of experience, in both the business and public sectors. This means they can adapt their training courses to the specific needs of each group, encouraging full participation. GBC...


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Contact info

GBC Learning & Development

Salisbury House
EC2M 5QQ London Wall

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www.gbclearning.co.uk


Reviews

Matthew
(5)
I really enjoyed the course. Malcom is a great trainer and I learnt a lot from this course. I would recommend Malcom and this course to others.
Anonymous
(5)
I enjoyed the course, lots of things to think about. April was enthusiastic and helpful.
Anonymous
(5)
Everything was clear and well presented. It was easy to identify a couple of things that will improve peoples experience.
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