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Tattersall Training courses
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Tattersall Training Course
Excellent Customer Service

Customer facing staff and managers
Course Aim: To enable participants to deliver excellent customer service, incorporating the concept of quality. Participants will learn how to:

  • Apply the principles of excellent customer service
  • Use the Golden Rule of customer service in every situation
  • Give a good impression of their organisation
  • Get the customers perspective and establish excellent rapport with them
  • Use body language that will say far more than words ever will
  • Understand and respond to the body language of diverse groups of customers
  • Use words and phrases that customers will warm to
  • Avoid statements that might antagonise customers

    Length: One day

    Size: Up to twelve people
    		•

    Programme
    Day 1
    09:30 Apply the principles of excellent customer service
    10:00 Use the Golden Rule in every situation
    10:45 BREAK
    11:00 Give a good impression of the organisation
    11:30 Get the customers perspective on the situation and establish good rapport with them
    12:00 Use body language that will say far more than words ever will
    12:45 LUNCH
    13:45 Understand and respond to the body language of diverse groups of customers
    14:30 Use words and phrases that customers will warm to
    15:00 BREAK
    15:15 Avoid statements that might antagonise customers
    16:00 Putting it all into action
    16:30 END OF COURSE

    Customer Feedback

    "Excellent. I enjoyed this course and learnt new things. "
    Alison Williams, Deputy Branch Librarian

    "Excellent. Thank you for helping me learn more about customer service. "
    Nigel Chandler, Head of Resources (Finance)

    "Excellent. I found the trainer very welcoming, knowledgeable, friendly, vibrant and enthusiastic."
    Suzanne Atkins, Leisure and Amenities



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    Course index Full Course Info