Customer Service Excellence

Course summary
1 day
Corporate Training for Teams
STL courses

Customer Service Excellence

Courses never cancelled. Last minute rescheduling. 24 month delegate support forum. And more... By the end of this course you will be able to:; Appreciate your interactions at a customer and organisational level; Understand how customer care works and ways to apply to your customer; Take ownership and manage customer expectations; Confidently deal with challenging situations and customers; Discover the benefits of a positive mental attitude; Communicate authentically and with confidence; Interpret both verbal and non-verbal cues; Broaden your communication tool set to improve rapport and influencing skills; Examine methods of building rapport and changing attitude and perception through communication tools; Determine the appropriate method of communication

STL virtual classroom training

We all have to accept our preferred face-to-face method just isn't an option right now. However, virtual classroom training that we have developed offers some benefits which can make it seem less of a compromise and more of a viable interim training solution. 

Our virtual classroom training is delivered by the same team responsible for achieving industry leading customer satisfaction ratings with face-to-face training, so rest assured you are in safe hands.

Suitability - Who should attend?

Ideal for those with a background in, or are new to sales and customer service related roles. Professionals looking to refresh and update their understanding of latest customer service trends/best practice.

Training Course Content

Managing Customer ExpectationsCustomer profiles and their expectationsUnderstanding customer perceptionCustomer service and it's impact to businessWhat is customer service?The customer journeyImproving customer satisfactionBenefits to the business from excellent customer serviceCommunication breakdownTypical customer issue scenariosImportance of ownershipThe top 3 tools to rebuild communication and trustPositive mental attitudeBeing proactiveSelf awareness and influence on othersEmotional intelligenceBe a powerful communicatorTone of voiceBody languageActive listeningBeing authentic and building rapportStyle of languageTypes of communicationPlanning a customer interactionSet the purpose and allocate timeEnsure sufficient research and solutions are in placeBeing calm under pressurePersonality typesOwnership of our actionsKnowing how to be assertive but not aggressiveDeveloping coping strategiesKey course takeaways and agreed next stepsRole play scenariosExamples of excellent customer service, turnaroundsPersonal plan of action


Prices from £1800. Promotional rates often available the further ahead you book. Contact us for quote.

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Provider: STL

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Contact information for STL


Greater London
STL, 2nd Floor, Cruising Association House
E14 8BT 1 Northey Street

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