Overview

This course explores the concept of delivering excellent customer service and what makes it stand out from the crowd. By understanding the psychology behind the basic human needs of certainty, significance and connection, we can identify the key behaviours and actions that your customers will love and remember.

“Customer service shouldn’t just be a department, it should be the entire company.” Hsieh

We will review the benefits of effective customer service, explore your customers’ expectations and identify the key actions to deliver them consistently at every stage of the customer journey.

Learning outcomes

  • Be able to identify and review the benefits of effective customer service in your organisation
  • Be able to recognise what remarkable customer service looks like
  • Understand the importance of trust in long-term customer relationships and how to build it
  • Be able to identify who your customers are and their ‘journey’
  • Understand the impact of effective communication at every stage of the customer journey

Who will benefit?

  • Managers with responsibility for delivering service
  • All employees involved in the delivery of service to customers

Course content

  • Differentiating remarkable customer service
  • Personalising interactions
  • Understanding the customers’ journey and the moments of truth
  • Going the extra mile

Course duration

Delivering Excellent Customer Service is a full day course, starting at 9:30 am and finish at 4:00 pm. Lunch and refreshments are provided, if you have any dietary requirements please let us know upon booking.

Dates and location

All our courses can be delivered on your premises at a date and time to suit you. Alternatively, you can attend one of the following open courses:

  • Tuesday 24 March 2020
  •  Wednesday 23 September 2020

These courses are held at our Rugby office:

AHR Consultants
Suite 5 Bloxam Court
Rugby
Warwickshire
CV21 2DU
Phone: 0345 076 2288

Course fees

This course costs £219+ VAT per delegate. If you are considering attending multiple courses or sending multiple delegates, you might want to consider purchasing Training Credits which can save you up to 40%. In-house training costs on application.

How to book

Please complete the form below, call 0345 076 2288 or email marketing@ahrconsultants.co.uk. View the terms and conditions.