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Customer Service Excellence Workshop

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In this Customer Service Excellence workshop, we will help you to review and develop effective communication skills that can be used in any customer interaction, face to face, over the phone or in writing, to enhance the outcome. This is a highly interactive, experience-driven training class; you will not only have the chance to review your current customer service practices but will also be introduced to new models, skills and strategies that can be applied to even the most difficult customer interactions. You will have the chance to practice these in a safe environment before you take them back to your workplace.

DCM can develop customised solutions or deliver off-the-shelf courses in-house for your team. This approach makes perfect sense for groups of 4+ delegates, enhancing cost effectiveness as well as team bonding.

Get Answers to Your Questions in the Customer Service Excellence Brochure. The brochure contains: Course Format; Trainer Profiles; Testimonials from Attendees; Course Syllabus; Full 2018 Timetable & Course Fee.

Get the Customer Service Excellence & 2018 Timetable

What's Inside the Brochure?
  • Full Course Outline & Trainer Profile
  • Training Centres (5 Locations)
  • Fee and 2018 Timetable
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Did you know:

  • 55% of consumers would pay more for a better customer experience. (Defaqto Research)
  • 89% of consumers have stopped doing business with a company after experiencing poor customer service (RightNow Customer Experience Impact Report).
  • Consumers are 2 times more likely to share their bad customer service experiences than they are to talk about positive experiences. (2012 Global Customer Service Barometer)
  • It takes 12 positive customer experiences to make up for one negative experience. (Parature)

By the end of this course you will be able to:

  • Describe the customer supplier relationship in your organisation
  • Describe and apply a model for all customer relationships
  • Describe the behaviours required to create positive outcomes for your customers
  • Identify 6 customer behaviour types and how these can be effectively accommodated
  • Identify how you personally affect the customer relationship

What is covered in this course?

  • Foundations

    Exploring the following areas to set the context for the event | What does Customer Excellence mean at an individual and organisation level? What does the Customer Supplier Relationship look like for you and your organisation? What do you consider to be the behaviours required to deliver Outstanding Customer Service? What are the most difficult customer interactions you encounter and how do you currently handle them?

  • A Model for Customer Relationships

    A two stage model to ensure both the business and individual needs of the customer are met; How this model is applied both in and outside of the workplace

  • Getting the Basics Right

    Identifying and using 8 basic communication skills that are at the heart of delivering excellent customer service outcomes; What happens when we use them and more importantly what happens when we don’t.

  • Identifying and Accommodating Customer Behaviours

    Exploring 6 easily identifiable behaviour types; Identifying the common traits and language associated with these behaviours; Identifying how these behaviours affects us; Identifying how what we can do to accommodate these behaviours productively.

  • Your Impact on the Customer

    Exploring the rules and regulations that we personally set and expect others to maintain; Exploring our prejudices; Looking at the impact that our personal set of values has on the service we deliver

  • Dealing with the Difficult Ones

    A 4 step strategy for addressing inappropriate customer behaviour

  • Defusing Skills

    Looking at four skills to take the heat and the emotion out of a situation; Exploring what they are, how they work and when best to use them

  • Putting it all Together

    Looking back at our previous approach to difficult customer situations and how the skills and strategies explored on the event have affected our responses; Looking at how you keep the skills alive back in the work place following the event

How does it Work?

Onsite Training is when we come to you to provide training on your premises or at a location of your choice. Not only will we run the course at a time and venue that suits you, we will also develop a unique programme particular to the developmental, cultural and business requirements of your company.

What's Involved?


Step 1 | After initial discussions, you meet with our training specialist. Here you both work together to design and sculpt a more comprehensive programme outline.

Step 2 | From this outline, a course is designed which addresses your exact needs. Sometimes this involves a completely new course designed from scratch, this depends on your needs.

Step 3 | Once you're happy with everything, the trainer will deliver the course at a venue of your choice on a date that suits.

Step 4 | Once complete, feedback will be gathered from delegates to ascertain the ‘true’ impact. And finally a report will be compiled for you outlining outcomes alongside your stated objectives.

Get a tailored training quote for your customer service training today Click Here

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Location Date Max Attendee Registered
(so far)
Booking
Dublin | Training Centre 14 December 2016 14 14 Fully Booked
Dublin | Training Centre 10th April 2018 14 14 Fully Booked

Get the Full Course Brochure & 2018 Timetable Instantly

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What's Inside the Brochure?
  • Full Course Outline & Trainer Profile
  • Testimonials from previous attendee's
  • Fee's and 2018 Timetable

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Scrummaster Onsite Training Guide

  • Full details of the course

  • Case studies companies we've worked with

  • Our onsite trainer profiles

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Download the 2014 Customer Service schedule instantly

  • Nationwide locations and venues for 2014

  • Areas include | Dublin, Cork, Galway, Limerick, Meath and many other counties

  • Onsite training is also an option

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Customer Service Excellence

How can we help?

Thanks for getting in touch.

All of our team are currently busy with customers, so please leave your email address and we will get back to you within 10 minutes.

We promise :)