Target Audience

Directors, Business Development Managers and Entrepreneurs.
Programme Standards

- Maximum 6 attendees
- 30 days of one to one support
- Handouts
- Programme director/s with at least a Masters Degree in the subject
- Convenient morning timings or in-house at any time for a minimum of two bookings
- Can be configured to address a number of professions and industry sectors

Price

EUR248 ex VAT per participant.
Customer Service Excellence Workshop
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By focusing on these key topics, participants can develop the knowledge, skills, and attitudes necessary to deliver exceptional customer service experiences and contribute to a culture of service excellence within their organisation.
Topics Covered
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​1.  Understanding Customer Needs and Expectations: 
   - Techniques for actively listening to customers and understanding their needs, preferences, and expectations.
   - Strategies for effectively gathering customer feedback through surveys, focus groups, and customer satisfaction metrics.
   - Empathy and emotional intelligence in customer interactions, including techniques for building rapport and demonstrating understanding.

2.  Effective Communication Skills:
   - Verbal and nonverbal communication skills for building positive relationships with customers, colleagues, and stakeholders.
   - Techniques for clear and concise communication, including active listening, asking open-ended questions, and paraphrasing.
   - De-escalation strategies for handling difficult or irate customers with professionalism and empathy.

3.  Problem-Solving and Conflict Resolution: 
   - Frameworks for identifying and resolving customer issues efficiently and effectively.
   - Strategies for managing customer complaints and turning negative experiences into positive outcomes.
   - Conflict resolution techniques for handling disagreements or misunderstandings with customers and colleagues.

4.  Building a Service-Oriented Culture: 
   - The role of organizational culture in fostering a customer-centric mindset among employees.
   - Strategies for aligning team goals and behaviors with the organization's commitment to customer service excellence.
   - Recognizing and rewarding employees for outstanding service and contributions to customer satisfaction.
   - Continuous improvement initiatives for enhancing customer service processes, systems, and policies.