Description
This comprehensive one-day workshop will provide a depth of personal insight and enhance your ability to understand what makes excellent service, as well as be able to effectively resolve difficult situations with unhappy customers, whilst remaining positive.
What you will learn
Themes Covered
- Introductions and personal objectives
- Identify the threats of perceived poor service and the opportunities of perceived excellent service
- Understand what makes truly excellent customer service (internal and external) and review how your organisation is performing in specific areas
- Identify how your beliefs impact on your interactions with customers
- Discover the Customer Recovery Loop – avoiding the biggest mistake in customer service
- Understand the positive intention behind challenging behaviour from customers
- Use the LEAPS model to resolve issues for unhappy customers either face-to- face or over the phone
- Recognise the opportunity provided by complaints to your organisation
- Personal action plan beyond the programme
020 7375 7300
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