Would you like to develop your customer handling skills so that you are able to exceed your customers’ expectations?

This workshop will give you the tools that you need to deliver the best care with professionalism and self confidence. You will examine your customers’ journey and where you can make a difference. You will also practise key communication skills for frontline staff such as listening actively, using customer focused language and dealing with difficult customers and complaints.

Who should attend?

Anyone in a customer-facing role – either in person or on the telephone - who would like to deliver service excellence. It will benefit someone new to customer care and those with more experience who wish to improve their skills.

Learning outcomes

After attending this workshop you will be able to:

•  understand your customers’ journey, and have some specific ways to improve it

•  better deal with challenging customer interactions, such as handling complaints

•  have more confidence in your ability to deliver service excellence.