Customer Service Excellence (ILM)

Course Dates:

Business Benefit :-

Giving good customer service is not enough to set you apart from your competition; you need to give exceptional customer service. Exceptional customer service is giving the customer what they need and learning and improving your delivery so that it stays ahead of the norm for your industry. All attendees qualify for free ILM Membership, Studying members can get a range of benefits including – Harvard Business Publishing online books, Career development Advice, Information on networking events around the UK, Edge Online a regular management magazine.

Duration 3 Days

Who should attend?

Managers and staff in a customer facing role.

Learning Outcomes

  • Understand what customer service is

  • What do customers expect of us?

  • How should we communicate with our customers?

  • How customer service can keep or lose customers

  • Customer care policieshow to create and implement

  • Customer care Charterswhat they do?

  • Developing a personal plan to improve your customer care

  • Handling complaints positively

  • Measuring and evaluating our processes and policies

  • Apply problem solving techniques in decision making

  • Understand team dynamics to improve customer service delivery

  • Your role in improving the teams performance

Course Content

Day 1 Customer care in action

  • Customer Care v Customer Service

  • What are Customer Expectations?

  • Communication Skills

  • Telephone Techniques

  • Building Rapport & Gaining Attention

  • Effective questioning skills

  • Listening skills

  • Body Language

  • Lost customers whats the cost?

    Day 2 & 3 Implementing Customer Care policies and procedures

  • The importance of a customer care policy

  • Developing a Customer Care Charter

  • Identify what makes customer care count

  • Handling complaints effectively

  • Measuring customer satisfaction

  • Problem solving and decision making techniques.

  • Identify ways of implementing change in response to customer needs

  • Monitoring of Customer care polices

  • Empowering Teams to Improve customer Service

  • Plan and organise development of customer care staff

ILM Qualifications, Sales and Customer Service

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