Creating a Positive CustomerExperience

Creating a Positive Customer Experience Course Overview

For any business to succeed providing an excellent level of customer service is vital, not only does this build loyal and returning customers but also increases the level of recommendations you receive. Customer service representatives have a significant impact on how an organisation is perceived by its customers; they build an organisations credibility, reputation and overall success. A product or service is only as good as the person delivering it, and in this highly competitive era, the quality of the customer service is often the main differential which gives an organisation an competitive edge. The course is designed for customer-facing support staff that have had little or no formal customer service training. This course will give participants the skills and techniques needed to identify the needs of their customers and use this information to increase their customer satisfaction and provide excellent customer service. Please note, this course can be delivered as virtual instructor led training (VILT), face to face, or it can be delivered with a blend of both formats. We will customise the content and duration in line with your learning and development requirements.

Describe what good customer service is and how to improve customer satisfaction

Relate this to the enhancement of the organisation’s reputation

List the elements which create a positive impression both on the telephone and face to face

Develop techniques to handle difficult and challenging customer situations in a positive manner

Understand what drives customer behaviour

Increase awareness of the impact own behaviour has on determining outcomes

Develop a personal action plan

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