Customer Service
Delivering Service Excellence Programme
Location: In-House
Length: 6 Months
Intended audience: Front Line Employees and 1st Line Managers
The NTP Delivering Service Excellence Programme offers a comprehensive training experience via 6 x 1-Day workshops spread over 6 months, each exploring an essential ingredient for service excellence: -
- Delivering Customer Service Excellence
- Creating Brand Ambassadors
- Communication Skills
- SHINE Conversational Model
- You and Your Customer
- Managing Emotions and Difficult Customers
Customers stay loyal to a company if they have particularly good reason to. Our extensive work in the gathering and collation of customer feedback has proved that if you do not want them to move, you must work harder to keep them!
National Training Platform deliver outstanding customer service skills training to increase trust and loyalty, and that could mean the difference between a customer who stays and one who jumps ship.
Our style is exercise based, facilitative and learner-centred, considering the needs and preferences of the group on the day whilst at the same time meeting the specific objectives for every session.
There’s also an interactive PDF workbook that supports the programme, acts as a handout, and contains exercises for the delegate to complete during and after each workshop.
Course List and Content
This workshop will focus on how to define Customer Service Excellence, why it is important, and what skills are needed to deliver it.
We will identify the difference between good customer service and service excellence, and the barriers and benefits of achieving it.
This workshop will focus on the delegates sharing their collective experiences of Delivering Service Excellence within their own organisation, exploring what your brand stands for and the part they play in bringing it to life.
We will identify the individual as the link between your values and your brand, define what is meant by the term "Brand” and how it MUST be delivered by every individual
This workshop will focus on the basics of communication, the essential ingredients to ensure that service excellence is delivered, and that YOUR brand is delivered with every interaction.
We will list the essential qualities required in your voice when communicating verbally, explore the Conversation Cycle and how to use it successfully when interacting with customers, and recognise the importance of effective listening and questioning.
This workshop will deliver the National Training Platform ‘SHINE’ conversational model and how it can be used to ensure that your customers’ needs are met through the delivery of an outstanding conversational structure.
We will list the steps involved in the SHINE Conversation Model, describe the importance of setting the scene with customers and how to create a good first impression and the essential steps to ensure you exit the call with excellence by ensuring the customer has everything they need from you.
This workshop will focus on you and your customers, how you come across to your customers, and understanding different types of customer and service turnaround.
We will identify who your customers are by considering their environment, their pressures, and their expectations, recognise traits and behaviours associated with customers when working under pressure, and identify how to deal with a variety of customer types.
This final workshop will focus on the emotions displayed when handling difficult conversations by you and the customer, followed by the steps to follow for successful conversational management.
We will define what a difficult customer is and how conflicts can occur, explain the importance of letting the customer vent when describing their problem, and what actions you should take to begin active problem solving by focussing on customer expectations.