Excellent Customer Service | Middlesex University London
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    Excellent Customer Service

    This workshop is designed for people who are the "face and voice" of the company, and who work in customer-facing roles on a day to day basis.

    An understanding of the importance of first impressions and building the customer relationship is an essential part of the overall marketing strategy of any company.

    Course content

    • Identifying who your customers are, what they want and what they expect
    • What is the customer experience and how can it be improved?
    • Defining the difference between good and excellent customer service
    • Retaining customers through effective customer service
    • The 3 Rs of customer service (responsive, reliable, respectful)
    • Interpersonal communication and empathy – how to be more effective
    • Handling customer complaints efficiently
    • How feedback can be used to improve quality

    Learning outcomes

    By the end of the session delegates will:

    • Be able to define skills, knowledge and behaviours for best practice in excellent customer service
    • Recognise and explain links between excellent customer service  and real business benefits and outcomes  

    This workshop is part of the Management Series. Other workshops include:

    • Advanced selling skills
    • Effective preparation and follow up of client meetings
    • Excellence in customer service
    • Key account management
    • Marketing
    • Maximising fund raising opportunities
    • Maximising social media impact
    • Writing a sales strategy

    Completion of four of the workshops in the series and a Work Based Learning Report will provide an opportunity to receive a Middlesex University Certificate in Personal and Professional Development NQF Level 4, 5, 6 or 7.

    For further information contact the Corporate Engagement Team: 020 8411 5050 or corporate@mdx.ac.uk

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