Customer Service Excellence Course

Achieve customer service excellence with comprehensive training. Enroll in this course to enhance your skills and provide exceptional customer service. BMC Training offers Customer Service Excellence Course in PR , Customer Services , Sales and Marketing Courses.

  • English
  • 138 Training Sessions
  • Confirmed
  • One Week
Customer Service Excellence Training Course

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Type a city name or a month
Venue Start Date End Date Net Fees Details & Registration
Kuala Lumpur , Malaysia 21 - Jul - 2024 25 - Jul - 2024 4750 GBP
Rome , Italy 21 - Jul - 2024 25 - Jul - 2024 7300 GBP
Barcelona , Spain 21 - Jul - 2024 25 - Jul - 2024 6950 GBP
Zurich , Switzerland 21 - Jul - 2024 25 - Jul - 2024 7950 GBP
London , UK 28 - Jul - 2024 1 - Aug - 2024 4950 GBP
Madrid , Spain 28 - Jul - 2024 1 - Aug - 2024 6950 GBP
Munich , Germany 28 - Jul - 2024 1 - Aug - 2024 7900 GBP
Berlin , Germany 28 - Jul - 2024 1 - Aug - 2024 7900 GBP
New York , United States 28 - Jul - 2024 1 - Aug - 2024 10900 GBP
Amsterdam , Netherlands 28 - Jul - 2024 1 - Aug - 2024 8100 GBP
Milan , Italy 28 - Jul - 2024 1 - Aug - 2024 6950 GBP
Dubai , UAE 4 - Aug - 2024 8 - Aug - 2024 4987.5 GBP
Paris , France 4 - Aug - 2024 8 - Aug - 2024 6700 GBP
Hong Kong , Hong Kong 4 - Aug - 2024 8 - Aug - 2024 8500 GBP
Kuala Lumpur , Malaysia 11 - Aug - 2024 15 - Aug - 2024 4750 GBP
Rome , Italy 11 - Aug - 2024 15 - Aug - 2024 7300 GBP
Barcelona , Spain 11 - Aug - 2024 15 - Aug - 2024 6950 GBP
Zurich , Switzerland 11 - Aug - 2024 15 - Aug - 2024 7950 GBP
Kuala Lumpur , Malaysia 18 - Aug - 2024 22 - Aug - 2024 4750 GBP
Rome , Italy 18 - Aug - 2024 22 - Aug - 2024 7300 GBP
Barcelona , Spain 18 - Aug - 2024 22 - Aug - 2024 6950 GBP
Zurich , Switzerland 18 - Aug - 2024 22 - Aug - 2024 7950 GBP
London , UK 25 - Aug - 2024 29 - Aug - 2024 4950 GBP
Madrid , Spain 25 - Aug - 2024 29 - Aug - 2024 6950 GBP
Munich , Germany 25 - Aug - 2024 29 - Aug - 2024 7900 GBP
Berlin , Germany 25 - Aug - 2024 29 - Aug - 2024 7900 GBP
New York , United States 25 - Aug - 2024 29 - Aug - 2024 10900 GBP
Amsterdam , Netherlands 25 - Aug - 2024 29 - Aug - 2024 8100 GBP
Dubai , UAE 18 - Aug - 2024 22 - Aug - 2024 4987.5 GBP
Paris , France 18 - Aug - 2024 22 - Aug - 2024 6700 GBP
Hong Kong , Hong Kong 18 - Aug - 2024 22 - Aug - 2024 8500 GBP
Dubai , UAE 25 - Aug - 2024 29 - Aug - 2024 4987.5 GBP
Paris , France 25 - Aug - 2024 29 - Aug - 2024 6700 GBP
Hong Kong , Hong Kong 25 - Aug - 2024 29 - Aug - 2024 8500 GBP
Tokyo , Japan 4 - Aug - 2024 8 - Aug - 2024 9750 GBP
Milan , Italy 25 - Aug - 2024 29 - Aug - 2024 6950 GBP
Tokyo , Japan 18 - Aug - 2024 22 - Aug - 2024 9750 GBP
Tokyo , Japan 25 - Aug - 2024 29 - Aug - 2024 9750 GBP
Bali , Indonesia 22 - Sep - 2024 26 - Sep - 2024 8100 GBP
Singapore , Singapore 22 - Sep - 2024 26 - Sep - 2024 7500 GBP
Washington , United States 22 - Sep - 2024 26 - Sep - 2024 11000 GBP
Istanbul , Turkey 22 - Sep - 2024 26 - Sep - 2024 4700 GBP
Kuala Lumpur , Malaysia 1 - Sep - 2024 5 - Sep - 2024 4750 GBP
Rome , Italy 1 - Sep - 2024 5 - Sep - 2024 7300 GBP
Barcelona , Spain 1 - Sep - 2024 5 - Sep - 2024 6950 GBP
Zurich , Switzerland 1 - Sep - 2024 5 - Sep - 2024 7950 GBP
Paris , France 8 - Sep - 2024 12 - Sep - 2024 6700 GBP
Hong Kong , Hong Kong 8 - Sep - 2024 12 - Sep - 2024 8500 GBP
Dubai , UAE 8 - Sep - 2024 12 - Sep - 2024 4987.5 GBP
London , UK 15 - Sep - 2024 19 - Sep - 2024 4950 GBP
Madrid , Spain 15 - Sep - 2024 19 - Sep - 2024 6950 GBP
Munich , Germany 15 - Sep - 2024 19 - Sep - 2024 7900 GBP
Berlin , Germany 15 - Sep - 2024 19 - Sep - 2024 7900 GBP
New York , United States 15 - Sep - 2024 19 - Sep - 2024 10900 GBP
Amsterdam , Netherlands 15 - Sep - 2024 19 - Sep - 2024 8100 GBP
Dubai , UAE 22 - Sep - 2024 26 - Sep - 2024 4987.5 GBP
Paris , France 22 - Sep - 2024 26 - Sep - 2024 6700 GBP
Hong Kong , Hong Kong 22 - Sep - 2024 26 - Sep - 2024 8500 GBP
Tokyo , Japan 8 - Sep - 2024 12 - Sep - 2024 9750 GBP
Milan , Italy 15 - Sep - 2024 19 - Sep - 2024 6950 GBP
Tokyo , Japan 22 - Sep - 2024 26 - Sep - 2024 9750 GBP
Dubai , UAE 20 - Oct - 2024 24 - Oct - 2024 4987.5 GBP
Paris , France 20 - Oct - 2024 24 - Oct - 2024 6700 GBP
Hong Kong , Hong Kong 20 - Oct - 2024 24 - Oct - 2024 8500 GBP
Kuala Lumpur , Malaysia 27 - Oct - 2024 31 - Oct - 2024 4750 GBP
Rome , Italy 27 - Oct - 2024 31 - Oct - 2024 7300 GBP
Barcelona , Spain 27 - Oct - 2024 31 - Oct - 2024 6950 GBP
Zurich , Switzerland 27 - Oct - 2024 31 - Oct - 2024 7950 GBP
Kuala Lumpur , Malaysia 6 - Oct - 2024 10 - Oct - 2024 4750 GBP
Rome , Italy 6 - Oct - 2024 10 - Oct - 2024 7300 GBP
Barcelona , Spain 6 - Oct - 2024 10 - Oct - 2024 6950 GBP
Zurich , Switzerland 6 - Oct - 2024 10 - Oct - 2024 7950 GBP
London , UK 13 - Oct - 2024 17 - Oct - 2024 4950 GBP
Madrid , Spain 13 - Oct - 2024 17 - Oct - 2024 6950 GBP
Munich , Germany 13 - Oct - 2024 17 - Oct - 2024 7900 GBP
Berlin , Germany 13 - Oct - 2024 17 - Oct - 2024 7900 GBP
New York , United States 13 - Oct - 2024 17 - Oct - 2024 10900 GBP
Amsterdam , Netherlands 13 - Oct - 2024 17 - Oct - 2024 8100 GBP
Dubai , UAE 6 - Oct - 2024 10 - Oct - 2024 4987.5 GBP
Paris , France 6 - Oct - 2024 10 - Oct - 2024 6700 GBP
Hong Kong , Hong Kong 6 - Oct - 2024 10 - Oct - 2024 8500 GBP
Dubai , UAE 13 - Oct - 2024 17 - Oct - 2024 4987.5 GBP
Paris , France 13 - Oct - 2024 17 - Oct - 2024 6700 GBP
Hong Kong , Hong Kong 13 - Oct - 2024 17 - Oct - 2024 8500 GBP
Tokyo , Japan 20 - Oct - 2024 24 - Oct - 2024 9750 GBP
Milan , Italy 13 - Oct - 2024 17 - Oct - 2024 6950 GBP
Tokyo , Japan 6 - Oct - 2024 10 - Oct - 2024 9750 GBP
Tokyo , Japan 13 - Oct - 2024 17 - Oct - 2024 9750 GBP
Bali , Indonesia 17 - Nov - 2024 21 - Nov - 2024 8100 GBP
Singapore , Singapore 17 - Nov - 2024 21 - Nov - 2024 7500 GBP
Washington , United States 17 - Nov - 2024 21 - Nov - 2024 11000 GBP
Istanbul , Turkey 17 - Nov - 2024 21 - Nov - 2024 4700 GBP
Kuala Lumpur , Malaysia 24 - Nov - 2024 28 - Nov - 2024 4750 GBP
Rome , Italy 24 - Nov - 2024 28 - Nov - 2024 7300 GBP
Barcelona , Spain 24 - Nov - 2024 28 - Nov - 2024 6950 GBP
Zurich , Switzerland 24 - Nov - 2024 28 - Nov - 2024 7950 GBP
Dubai , UAE 3 - Nov - 2024 7 - Nov - 2024 4987.5 GBP
Paris , France 3 - Nov - 2024 7 - Nov - 2024 6700 GBP
Hong Kong , Hong Kong 3 - Nov - 2024 7 - Nov - 2024 8500 GBP
London , UK 10 - Nov - 2024 14 - Nov - 2024 4950 GBP
Madrid , Spain 10 - Nov - 2024 14 - Nov - 2024 6950 GBP
Munich , Germany 10 - Nov - 2024 14 - Nov - 2024 7900 GBP
Berlin , Germany 10 - Nov - 2024 14 - Nov - 2024 7900 GBP
New York , United States 10 - Nov - 2024 14 - Nov - 2024 10900 GBP
Amsterdam , Netherlands 10 - Nov - 2024 14 - Nov - 2024 8100 GBP
Dubai , UAE 17 - Nov - 2024 21 - Nov - 2024 4987.5 GBP
Paris , France 17 - Nov - 2024 21 - Nov - 2024 6700 GBP
Hong Kong , Hong Kong 17 - Nov - 2024 21 - Nov - 2024 8500 GBP
Tokyo , Japan 3 - Nov - 2024 7 - Nov - 2024 9750 GBP
Milan , Italy 10 - Nov - 2024 14 - Nov - 2024 6950 GBP
Tokyo , Japan 17 - Nov - 2024 21 - Nov - 2024 9750 GBP
Dubai , UAE 15 - Dec - 2024 19 - Dec - 2024 4987.5 GBP
Paris , France 15 - Dec - 2024 19 - Dec - 2024 6700 GBP
Hong Kong , Hong Kong 15 - Dec - 2024 19 - Dec - 2024 8500 GBP
Kuala Lumpur , Malaysia 22 - Dec - 2024 26 - Dec - 2024 4750 GBP
Rome , Italy 22 - Dec - 2024 26 - Dec - 2024 7300 GBP
Barcelona , Spain 22 - Dec - 2024 26 - Dec - 2024 6950 GBP
Zurich , Switzerland 22 - Dec - 2024 26 - Dec - 2024 7950 GBP
Kuala Lumpur , Malaysia 8 - Dec - 2024 12 - Dec - 2024 4750 GBP
Rome , Italy 8 - Dec - 2024 12 - Dec - 2024 7300 GBP
Barcelona , Spain 8 - Dec - 2024 12 - Dec - 2024 6950 GBP
Zurich , Switzerland 8 - Dec - 2024 12 - Dec - 2024 7950 GBP
London , UK 1 - Dec - 2024 5 - Dec - 2024 4950 GBP
Madrid , Spain 1 - Dec - 2024 5 - Dec - 2024 6950 GBP
Munich , Germany 1 - Dec - 2024 5 - Dec - 2024 7900 GBP
Berlin , Germany 1 - Dec - 2024 5 - Dec - 2024 7900 GBP
New York , United States 1 - Dec - 2024 5 - Dec - 2024 10900 GBP
Amsterdam , Netherlands 1 - Dec - 2024 5 - Dec - 2024 8100 GBP
Dubai , UAE 8 - Dec - 2024 12 - Dec - 2024 4987.5 GBP
Paris , France 8 - Dec - 2024 12 - Dec - 2024 6700 GBP
Hong Kong , Hong Kong 8 - Dec - 2024 12 - Dec - 2024 8500 GBP
Dubai , UAE 1 - Dec - 2024 5 - Dec - 2024 4987.5 GBP
Paris , France 1 - Dec - 2024 5 - Dec - 2024 6700 GBP
Hong Kong , Hong Kong 1 - Dec - 2024 5 - Dec - 2024 8500 GBP
Tokyo , Japan 15 - Dec - 2024 19 - Dec - 2024 9750 GBP
Milan , Italy 1 - Dec - 2024 5 - Dec - 2024 6950 GBP
Tokyo , Japan 8 - Dec - 2024 12 - Dec - 2024 9750 GBP
Tokyo , Japan 1 - Dec - 2024 5 - Dec - 2024 9750 GBP

Course Syllabus

Introduction

Customer focused organisations know that delivering excellence in service does not happen by accident. It requires careful integration of key factors that together set the company apart from competitors, win and retain profitable customers and attract, motivate and keep best staff. In this five-day programme delegates will learn the core practices and skills that successful businesses employ to consistently deliver world-class customer service experiences.

Objectives

  • Improve service delivery standards, reflected in higher levels of customer satisfaction and bottom line profits
  • Build a customer focused culture
  • Lead customer service performance and professionalism in their organisation
  • Improve business performance and the customer’s experience
  • Recruit, train and motivate staff
  • Develop and improve internal service standards
  • Assess internal and external skills based development programmes

Content

Day one

The business case for customer service excellence

  • Why excellence in customer service is a hot business boardroom issue
  • Understanding what your customers expect
  • Benchmarking for competitive success
  • Meeting and exceeding changing customer expectations
  • Assessing your organisational culture for customer service focus
  • Core foundations for building a customer centric culture
  • Overcoming obstacles to customer service excellence

Day two

Improving customer service standards

  • Showing your customers you are serious about providing customer service excellence
  • Resolving customer service challenges positively
      • The six hats problem solving approach
      • Shifting perceptual positions
      • Resolving complaints, disputes and conflict
      • Role modelling top performers in customer service.
  • Moving closer to the customer – rapport skills to build better relationships

Day Three

Creating a culture of service excellence through continuous learning

  • What is a learning organisation?
  • Creating a vision for customer service excellence and continuous learning in your organisation
  • Applying continuous learning strategies to customer service excellence
  • Planning for change – using the Neurological levels model
  • Leading by example – teaching others through behavioural excellence
  • There is no failure only feedback – moving forward for personal and business growth
  • Building team work, cooperation and collaboration with colleagues

Day Four

Hiring for attitude - training for skills

  • The importance of a strong value set in customer service delivery excellence
  • Core customer service qualities and competencies
  • The transferability of customer service skills
  • Retaining and motivating your best people
  • Developing staff engagement in the business
  • Understanding the psychological contract and its impact on staff
  • Using rewards and incentives to motivate performance
  • The importance of the team leader/supervisor in frontline staff employment
  • Addressing ‘real life’ work challenges in customer service excellence

Day Five

Assessing customer service training and development programmes

  • Why skills training is on the boardroom agenda of successful organisations
  • How to develop customer service excellence to compete in a global marketplace
  • What to look for when choosing a skills development or training programme
  • Addressing attitudinal issues in learning
  • Assessing the impact of customer service training in the workplace on the customer, the team and the business
  • High performance coaching methods for customer service excellence and staff retention
  • Maintaining positivity in the workplace
  • Action planning to take the learning back and develop it further

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