Description

PLEASE Note: We are also able to deliver this course, inhouse, at a time and location to suit your needs, as well as online.

This 1 Day classroom-based workshop is designed around the PROUD Principle® an innovative and powerful customer service model which builds into a set of key principles in achieving excellent customer service. Through its simplicity and ease of use it can create a unified customer-focused culture and philosophy within an organisation.

It can be applied to any customer situation in any sector, discipline, or profession; it crosses over easily from business to personal use.

The PROUD Principle® instils positive behaviours and provides a simple framework to achieve a consistent, excellent customer service experience from start to finish.

By the end of the workshop, participants will:

Be able to engage professionally when speaking with customers

Develop skills in identifying a customers’ needs and handling their enquiries effectively

Learn to listen effectively, ask questions and summarise to respond fully to a customer request

Have a set of workable tools to utilise in their work

Feel confident in providing exceptional customer service.

Outline

Proud Principle® – Customer Excellence Service Model
- Overview of the model

Defining the Customer
- Internal / External

First impressions count:
- projecting the right image (language, voice and non-verbal messages)
- building and maintaining rapport

Understanding the importance of Perception & Expectation

Developing key interpersonal skills in customer service
- Active Listening & Using Powerful questions

Proud Principle® – Customer Excellence Service Model
- Using the PROUD Principle®

How to handle difficult customers

Dealing with challenging requests

Embedding a PROUD Principle® Customer culture in the organisation

Course start: 9.15 am - Admin, introductions.

Course Finish: 4.30pm

Delivery:

Tutor led, highly interactive, engaging content utilising relevant exercises, case-studies, practical examples, and associated video clips; as well as facilitated group discussions around the topic areas to ensure and embed learning.

Fees include:

Electronic (pdf) copies of all Slides, Manual.

Refreshments and lunch

'Certificate of Attendance' signed & dated, PMR Training and Development Ltd

Course Images

Achieving Customer Service Excellence - PROUD Principle® (Classroom)

By PMR Training and Development Ltd

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