Customer Excellence

Customer service can be the difference between profit and loss. Good customer service gets remembered and creates happy customers. And happy customers are more loyal, make more recommendations and spend more money. Put simply, businesses with a customer service culture are more competitive.

In this course you’ll learn about the importance of customer service and discover a range of smart techniques for improving your ability to manage customers. Making you a valuable asset to any company on the planet.

Watch this video for a quick overview of our Customer Excellence course.

 

Who is it for?

If you have contact with customers in your company, in any capacity, this course is essential learning. And is most suitable for:

  • Retail service assistants
  • Product support teams
  • Call centre and in-bound telephone teams
  • Online customer support teams
  • Managers responsible for customer care
  • And any customer facing role

But we believe customer service should be the responsibility of everyone in a company. So whatever your role, Customer Excellence training will help you and your company reap the many benefits that come from delighting customers.

Why study this course?

Well, to put it simply, customer service skills are highly prized, transferrable and demanded by all companies. At the end of this Customer Excellence course:

  • You’ll be able to describe customer excellence and its importance
  • You’ll be able to take control of customer service scenarios
  • You’ll reduce complaints and better handle the ones you get
  • You’ll deliver better outcomes for your customers and your employer
  • You’ll become a more accomplished communicator
  • You’ll be able to measure and improve customer service with simple tools
  • You’ll become a valuable asset to any company

Key facts

Average course duration: 2-3 hours. Course content broken down as follows:
Video
Interaction
Offline
  • Accredited e-learning course
  • Printable certificate available
  • Five high-quality interactive modules
  • Easy step-by-step learning
  • Get downloadable worksheets and video transcripts

Price: GBP 25.00

Why study with ICM?

Practical courses - This course is designed to help you in the real business world, giving you practical skills that you can quickly and easily implement in the workplace.

Interactive and engaging - Learning doesn’t have to be boring. This multi-media course is designed to keep you engaged throughout.

Step-by-step learning - This course is broken down into easy to manage bite-size chunks. From start to finish we take you on an enjoyable learning journey.

Certificated courses - Employers recognise hard work and you will be awarded an official ICM certificate upon successful completion of your course.

Course content

  • 1About Customer Excellence

    • Learn what customer excellence is, why it’s important and who should be responsible for it.
    • Discover why acceptable customer service may no longer be enough.
    • See real world examples of exceptional customer service.
    • Discover how your personal brand affects customer excellence.
    • Realise how customer excellence affects the price customers are prepared to pay.
  • 2The age of the customer

    • What is the age of the customer and why is it a fundamental shift in the way we should do business?
    • Understand the way social media has changed customer service forever.
    • Discover what your customers expect and how can you exceed those expectations.
    • Learn how to present yourself and your company in a way that’s relevant to your customers.
  • 3Measuring and improving customer service - part 1

    • What’s an ‘inside out’ approach to reviewing customer service?
    • Learn how to measure your current customer service standards across a range of vital criteria.
    • Identify the areas of customer service you most need to improve.
  • 4Measuring and improving customer service - part 2

    • What is an ‘outside in’ approach to reviewing customer service?
    • Learn how to think about and map the entire customer journey.
    • Understand how the customer journey is an opportunity to deliver customer excellence.
  • 5Customer complaints

    • Learn the surprising fact about customers who complain.
    • Recognise when a conversation is going wrong and rescue it.
    • Learn the “LEARN” principle.
    • Watch customer complaint handling in action.
    • Learn how to resolve customer complaints and conflict.
    • Start to view complaints as incredibly valuable insights.