Knowing what the customer wants, needs and expects from your organisation is a fundamental principle of good customer service. If you can show them you care they will come back to you. But to get this level of satisfaction everyone in your organisation needs to be committed

Providing Excellence in Customer Service will give your teams the necessary knowledge and skills to get close to the customer and help you to build organisational commitment to Customer Service

Key issues covered 

Top down approach to customer service 

Attitudes to service delivery 

Motivating staff to give good customer service 

Backroom tasks that improve service to the customer 

Organisational systems and procedures to support Customer Service

Behaviour breeds behaviour. Helpful behaviour will have a direct impact on a customer’s sense of satisfaction. A genuinely committed customer friendly attitude will enable an organisation to develop rapport with its customers and exceed their expectations. 

Communicating with Your Customers will develop the essential communication skills necessary for success

Key issues covered

Self-awareness and the impact of behaviour on others 

Roles, relationships and communication

Creating a positive impression - Using an appropriate behaviour style

Assertive verbal skills for dealing with difficult situations 

Using active listening skills 

Providing good service in anybody’s language 

You know you need to develop an organisational approach to customer service but where do you start and exactly what do you want to achieve?

Using practical and strategic methods Project Planning your Customer Service Strategy will help you to identify your strategy and using a range of practical planning tools help you to develop a realistic and sustainable project plan

Dealing with customers successfully on the telephone can make a big difference to the success of an organisation. The words we use and the tone of the voice are the only way we can make up for the absence of the very important information that we normally receive through body language.

Key issues covered 

Initial impressions and building rapport

Effective voice skills

Asking the right questions

Listening for tone  

Practical telephone techniques

Stand and Deliver!  – Maximise the impact of your exhibition stand 

Are you making the most of your exhibition stand? 

Large budgets are spent building exhibition stands to a very high specification. But the impact of the stand ultimately depends on the people who are running it. 

This course will help you to maximise the impact of your stand. It is designed to enable staff to develop the key skills they need to maximise the impact of an exhibition stand. 

Key issues covered

Engaging with the customer

Challenging stereotypes and overcoming cultural barriers

Identifying what the customer wants from your stand

Getting your message across to potential customers

See also: jml Training and Consultancy Recommends First Class Customer Service Training - March 2009