Enhancing the Customer Experience - Open course

Customers no longer expect high levels of service, they demand it, and they vote with their feet when it's not delivered.

First and foremost customers are people, and whether they are happy, sad, angry, or frustrated, we need to understand, create empathy and build a relationship with them. Ultimately, with the right skill, we can make all interactions a positive customer experience. Knowing the steps to achieve this is a crucial success factor in customer service.

Demonstrating control of the process and structure of our interactions, and doing so without seeming 'pushy' or 'bossy' requires a high level of behavourial skill.

Smart questions and effective listening skills enable us to understand our customers, their situation, needs, and most importantly, their expectations.

Good customer service involves problem solving and complaint resolution. Truly effective customer service will go further, delighting the customer with added value as they realize just how well their needs and requirements are being met, and exceeded.

Often, meeting customer expectations doesn't just involve customer services. Influencing other departments to ensure customer expectations are met can be crucial.

Who should attend?

Aimed at anyone working in a customer service environment.

To book, or for further information please email open@skill4.com or call +44 (0)1709 521234.

Enhancing the Customer Experience course overview pdf(296KB)