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Delivering Exceptional Service

Providing great service is not just about a matter of:

• Answering the call within 3 rings
• Being polite
• Managing the angry customer

Important as these issues are, EXCEPTIONAL service is about culture and attitudes.

Who Should Attend

Receptionists, Customer Service Representatives, Call Centre Staff and anyone who has customer contact

Duration

1 Day for Exceptional Service

2 Days for 'Knock Your Socks Off' Service

Aims & Objectives

Using sophisticated role play equipment, delegates are empowered to examine and repeatedly practice the elements of the course until they are confident in their own ability to provide EXCEPTIONAL service.

● The 8 Golden Rules that lead to EXCEPTIONAL service are a matter of:
Commitment
Empathy
Continuous Improvement
Competence
Convenience
Anticipation
Owning Problems
Exceeding Expectations

● The 5 Pillars of Wellbeing

● Excellent Service
Meeting expectations

What do our customers expect from us?

How do we organise ourselves to ensure consistency?

● Positively Outrageous Service
Exceeding expectations
What “knock your socks off” service experiences can you share?

● What are the common qualities:-
Predictive
Proactive, and
Demonstrate a passionate concern for the customer

● Personal Skills Analysis

● Personal Action Plans