Master the Art of Customer Excellence

Delivering Customer Excellence

Master customer excellence to enhance loyalty and performance in this intensive one-day course.

  • Virtually Online Or On-Site

  • 1 Days

Course requirements

No prerequisites are needed for this course, making it ideal for anyone aiming to enhance their customer service skills.

What you will learn

  • Define customer excellence and its impact on business performance
  • Understand the psychology behind customer expectations and satisfaction
  • Map the customer journey and identify key touchpoints
  • Communicate effectively with diverse customer profiles
  • Use empathy and active listening in customer interactions
  • Handle complaints and service failures with confidence
  • Create effective service recovery plans
  • Foster a customer-centric culture within teams
  • Measure customer satisfaction using modern tools and techniques
  • Build loyalty through trust and consistency
  • Align employee behavior with customer excellence goals
Quick Links

Course Outline

  • 1
    Introduction to Customer Excellence
    • What is Customer Excellence?
    • Customer Service vs. Customer Experience
    • Why Customer Excellence Matters
  • 2
    Understanding Customer Expectations
    • The Psychology of Customer Satisfaction
    • Customer Expectations and Perceptions
    • Moments of Truth in the Customer Journey
  • 3
    Customer Journey Mapping
    • Identifying Customer Touchpoints
    • Pain Points and Opportunities
    • Tools for Mapping the Experience
  • 4
    Communication for Customer Excellence
    • Verbal and Non-Verbal Communication
    • Active Listening and Empathy
    • Handling Difficult Conversations
  • 5
    Managing Complaints and Service Recovery
    • Turning Complaints into Opportunities
    • The Service Recovery Paradox
    • Designing a Recovery Plan
  • 6
    Creating a Customer-Centric Culture
    • Leadership and Team Alignment
    • Empowering Employees to Excel
    • Recognising and Rewarding Excellence
  • 7
    Measuring Customer Excellence
    • Customer Satisfaction (CSAT), Net Promoter Score (NPS), and Customer Effort Score (CES)
    • Gathering and Analysing Feedback
    • Continuous Improvement and Action Planning
  • 8
    Sustaining Excellence
    • Building Customer Loyalty
    • Relationship Management Strategies
    • Embedding Excellence into Daily Operations

Private courses.

We’ll help you meet your company training needs with instructor-led business skills and IT training courses, or your money back. Take courses in our UK classrooms or online - it’s your choice!

  • Tailored
  • Post Course Support
  • Cost Effective
Enquire

Private courses.

We’ll help you meet your company training needs with instructor-led business skills and IT training courses, or your money back. Take courses in our UK classrooms or online - it’s your choice!

  • Tailored
  • Post Course Support
  • Cost Effective
Enquire
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