Customer Experience Improvement Skills (invite only for Customer Experience Ambassadors)

Course Code
BH/19/1255
Course Types
Training Event
Overview

The purpose of this session is to create the mindset and range of skills and behaviours that shape and embed a strong customer service culture across the BHCC teams to improve customer experience and satisfaction.

Start Date
Wednesday 18 September 2019
End Date
Wednesday 18 September 2019
Times
09:30 - 16:30
Number of Sessions
1
Learning outcomes

*To know what the expectations and associated feelings are within service industries today, and how this directly links to our attitudes and behaviours and those of customers

*To understand how assumptions and self-limiting beliefs may negatively affect our ability to deliver great customer service

*To identify and agree what truly makes the difference when we’re communicating face to face, over the phone and in writing
 
*To know that impact and presence is seen, heard and felt, and how we need to ‘be present’ to listen and communicate in the right way for each customer

*To have explored how the language we use and the impact of our voice shapes the impression a customer or contact has of us, so that we can create the best one every time

* To know what rapport truly is and how it’s built through our individual actions, language and behaviours

* To know how to use the 3 step empathy process that stops us being ‘over logical’ at times when we need to confidently engage with the emotion of a situation/customer

* To know how to say ‘no’ confidently and positively, and have built phrases and techniques that work for the customers we engage with

Additional information
This is a pilot session for Customer Experience Ambassadors - further dates are available
Target Audience
This Event is for Brighton & Hove City Council Staff Only
target audience
Course pre-requisites
Venue
Lighthouse (venue), 28 Kensington Street
venue
Commissioner
Event Trainers
Richard Dunstan
tutors
Enquiries
Pricing Bands
Tier 1
£0.00
Tier 2
£0.00
Tier 3
£0.00
Tier 4
£0.00
Tier 5
£0.00