The truth is everyone understands the difference between good and bad service, however the aspiration of a business to achieve excellence in service is not always matched by the desire of employees to deliver this; why?

This workshop should be tailored to meet your own business requirements to achieve the best results.

To inspire people to go that extra mile in recognising the importance of exceeding customer expectations.

• Explore the barriers preventing excellence in service

• Provide a "road map" to enhancing a positive service culture within your business

Customer service as a necessity rather than a nicety

 

Identifying opportunities to excel

 

What constitutes good/bad service

 

Communication and empathy

 

Focusing on the team

 

Dealing with challenging situations

 

Manage complaints and anger

 

Assessing customer expectations

 

Maintaining professionalism

 

Delivering excellence

 

Telephone techniques