Quality Customer Experience

West Yorkshire & Harrogate Excellence Centre
Delivery Method: Face-to-face

This interactive workshop is designed to highlight effective and efficient customer care appraoches for front line staff. The course provides delegates with the techniques to provide impressive customer care, handle complaints and effectively manage difficult situations. The workshop also illustrating how to avoid common pitfalls and mistakes. The delegates will be able to build stronger and beneficial relationships with their customers and colleagues that advantage the customer’s experience

By the end of the session delegates will be able to:

  • Explain role expectations when delivering impressive customer care
  • Evidence skills and knowledge to be able to deliver impressive customer care
  • Understand the customer’s perspective and align their approach accordingly
  • Confidently handle challenging situations

Who Will Benefit?

This workshop is for anyone who interacts with internal and external customers

Course Outline


Customer care and your role


The Customer Satisfaction Triangle


External and internal customers;

is there a difference?


Different types of customers and

their specific needs and concerns


The core competencies for

delivering consistently impressive customer care


Creating positive first

 - face to face and over the phone


Rapport and how to build it


Adapting your communication style

to meet the needs of different customers


Keeping customers informed and

passing clear messages


What causes challenging situations?


The stages involved in effectively

handling challenging situations


Controlling the key stages using

questions and listening skills


Personal confidence and politeness

when handling challenging situations


Ensuring that the challenging

situation has been resolved satisfactorily


When and how to escalate customer



Personal action plan

Location Map Link:

Shipley College: https://www.google.co.uk/maps?q=Shipley+college&um...

Fieldhead Hospital:https://www.google.co.uk/maps?q=Fieldhead+Hospital...

Bookable Dates

16th Oct 2018 (09:30)
Large Conference Room Education Department , Fieldhead Hospital , Ouchthorpe Lane , Wakefield, WF1 3SP
20/20 places left

Dates available on arrangement

West Yorkshire & Harrogate Excellence Centre can also create this course for you on arrangement at one of their locations.

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