Quality Customer Experience

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

This three hour 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 provides insight into 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 impressions
 - 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 requests
  • 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...

Shine, Leeds: https://www.google.co.uk/maps/place/Shine/@53.8122...

WellMet, Cloth Hall Court, Leeds: https://www.leedsbeckett.ac.uk/conferencing/our-ve...

Bookable Dates

2nd Oct 2019 (10:00)
WellMet, Cloth Hall Court, Seamstress Suite (Floor 2), Leeds, LS1 2HT
0/15 places left
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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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