More than a Satisfied Customer
Delivering World Class Service
Overview
We often hear of cases of extremes of service from the same company. If the policies, and processes are the same, then the key differential is the people involved. This programme has been developed to help your people to deliver consistent world class service.
Our A4 Service model defines the four stages of a service transaction and outlines the key skills required at each stage. This model for service excellence forms the basis of this learning programme.
Who will benefit?
This programme is suitable for anybody that holds a customer service role. This could range from dedicated customer service roles in contact centres through to people working in retail, catering or hospitality.
Your Investment
This programme provides 12 months learning and customer service development support, including:
- A short, pre-workshop online learning course
- 2 day interactive workshop, including lunch and refreshments
- 12 months access to Illuminate Development’s online learning forums, including additional learning materials and ongoing support from Illuminate’s programme tutors.
The cost of this programme is just £400 + VAT per person.
Course Availability
| Date | Days | Location | Price | Attendees | |
|---|---|---|---|---|---|
| We currently do not have any scheduled dates for this programme. If you are interested in booking a place for this course please contact us on 0870 4711550 | |||||
Programme content
The programme covers a range of sales knowledge and skills. Upon completion of the programme, you will be able to:
- Acknowledging and greeting customers in a confident manner
- Opening conversations and building rapport with customers
- Identifying customer requirements through great questioning
- Providing clear and accurate advice in order to assist customers
- Taking personal responsibility to resolve customer issues
- Making recommendations and acting upon cross sale opportunities
- Completing service transactions and offering additional assistance
- Managing and exceeding customer expectations