Home About Us Courses Client List Testimonials Contact Us Customer Service Excellence Customer Service Excellence is a fully customised Customer Service course that will improve your Team's ability to deliver excellent Customer Service to every Customer every time. Each Customer Service situation is different, and we design each Customer Service Excellence Course especially for your situation and your group. The Team will workshop and improve THEIR real calls.        Your group will refresh their purpose and goals with Customers, and they will use tape recorders to improve core skills and Customer Service best practice. They will role-play their typical calls and will gain tips, techniques and timing for handling all types of queries, Customer types and challenging situations. The Trainer is a Customer Service Training specialist in Ireland, with 11 years training experience in all types of Customer Service situations. She will work with you to ensure that your Customer Service Programme is totally relevant, covers all the areas you require and achieves real results.        contact us        Course Outline - Customer Service Excellence: Programme Duration: 1 Day Optimum Group Size: 10 – 12        The Importance of our Role – to our Customers and to our Business success; Every contact counts! Managing and exceeding Customer expectations – the definition of Customer Service Excellence Understanding our Customers – seeing the world from their shoes; Positive Customer focus Beginning a call, creating a positive first impression; Good greeting & voice tone Active Listening - hearing the Customer & good listening responses The power of using the Customer's name Questions - good ways of asking questions vs bad questions Positive Language - Positive language vs negative, hesitant or aggressive The ideal Customer Service Language Style - positive, assertive language style The Structure of a Customer Service Call - The stages of the call; Timing the call effectivley through the different stages Our Typical calls - they work through the structure, improving each section of the call Offering Solutions to our FAQs Workshop - they work together to produce well phrased solutions to their typical FAQs Role-play our Real Calls - they role-play some of their calls to improve approach and timing Handling problem Customers or challenging situations - they learn the right approach, what to say and how to say it How to avoid irate Callers - effective techniques for controlling the beginning of the call The importance of follow-up for the Customer Building a Positive Customer Service Team Culture – How to build a positive, Customer focussed attitude in the Team; How to build skills and continuously improve        If you would like to discuss your specific training needs, please call - 01 8431330.        More Telephone Skills Training - 1. Customised Telephone Skills Training 2. Cross Selling in a Customer Service Environment 3. Tailored Telephone Sales Training 4. Handling Complaints and Escalated Calls. - - Back to Top        Management Development Leadership Development Training Supervisor Training Managing People & Performance Leadership and Management Coaching Team Building for Leaders Presentation Skills for Leaders Communication Skills for Leaders Time Management & Personal Effectiveness Training Report Writing Training Excellence with Customers Professional Sales Training Customer Service Training Telephone Skills Training Course Cross Selling & Upselling Training Telephone Sales Training Handling Complaints & Escalated Calls Writing Letters & Emails Course Team Building Events Team Alignment Workshop Teambuilding Activity Day Team Customer Focus Workshop Investing in Us – Team Development Workshop Achieving our Goals Workshop          Focus Training, Executive House - Whitestown Road, Rush, Co. Dublin, Ireland        Phone: + 353 1 8431330        Fax: + 353 1 8431331        Email: info@focustraining.ie          Powered by: go2web