Customer Service ExcellenceIt costs businesses 5 times as much to win a new customer as it does to keep a current one.It is essential that your customers are provided with a unique experience by proactively anticipating and understanding their needs and consistently meeting and exceeding their expectations. Let us share with you how this can be achieved.

Who should attend?

This course is suitable for managers, employees and individuals at all levels who regularly communicate with internal or external customers and want to learn how to understand and exceed customer expectations.

What outcomes can you expect?

l Enhanced productivityl Improvements in customer service feedbackl Be able to provide a consistent approach to meeting and exceeding customer expectations

Course Aims

This course will investigate what Excellent Customer Service is, how you define it and what you can do to deliver exceptional customer service. Customers are the most important thing to any business and looking after them is paramount.By the end of the session, attendees will have:l Enhanced their self-awareness of customer service skillsl A greater understanding of customer expectations, perceptions and needsl Learned techniques and structures to consistently deliver exceptional customer servicesl Increased their confidence and their communication skillsl Started the process of considering how to develop customer service strategies and how to apply these strategies with their own customers

Key Elements

l What is ‘Exceptional’ Customer Service? • What does exceptional customer service look like • Who is currently delivering exceptional service and what can we learn from thisl Expectations • What do our customers expect and why • What happens if we fall short of expectationsl Image and Impression With Customers • Understanding how your behaviour can impact on your relationship with the customer • Using and Demonstrating empathy with customers • Ultimate communicator • What are the skills that are necessary to deliver world-class service • Questioning, listening and building rapport with customers • Handling problems

What are the entry requirements for the course?

There are no minimum academic or vocational qualifications required but a good general standard of education is beneficial.

What could I do after this course?

Depending on your circumstances you may wish to consider our Ultimate Communicator course or use your learning toward one of our full level 2 or 3 Customer Service qualifications.

TSP

TSPCOURSES

COURSES

How is the course delivered?

We deliver this course as a focused group 1 day workshop for up to 10 attendees. Each attendee will receive a course workbook and all of the resources required to complete the training. The course can be delivered at your workplace, or at our training centre near Reading.We could also deliver this course remotely, please contact us for further information.

Take your next step today…

l You can make your booking directly through this website or by talking to one of our course coordinators on 0118 984 4638l You will then receive an acknowledgement emaill You can mark the date in your diary!l You will receive an official confirmation along with joining instructions, invoice and directions to the TSP Pro Training Centrel Please allow up to 1-2 working days for your confirmation and invoice

Cost - 1 day workshop for up to 10 attendees

£1,500

www.tsplearn.co.uk | Twitter @tsplearn | info@tsplearn.co.uk | 01451 810 387

TSP Pro CoursesOur TSP Pro suite of professional training courses have been designed in response to the specific needs of our business clients. We received feedback asking for more of our shorter, more intensive courses. These can be delivered at your workplace, or at our training centre, near Reading.

The range also includes but is not limited to:

l Ultimate Communicator - 1 Day • £1,500

l Effective Time Management - 1 Day • £1,500

l Project Management Essentials - 1 Day • £1,500

l Introduction to Lean Management - 2 Days • £1,500 per day

l Introduction to SMART devices - 1 Day • £1,500

For dates, bookings or to find out more, call 01451 810 387 or visit www.tsplearn.co.uk

It is our intention to be responsive to the needs of individuals and the organisations that they represent and develop our TSP Pro suite further. If you believe you have identified a training and development area that is not represented, please contact us to discuss your requirements.