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Advanced Customer Service for the Public Sector

An inspirational and interactive course that teaches advanced customer service skills that create a pro-active customer focus within your team.

CPD Value 5.5 Hours

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Learning Objectives

Understand the key elements of outstanding customer service

  • Recognise the huge role of product knowledge in advanced customer service skills and how to utilise this to your customers delight
  • How to develop an awareness of competitors and how to use this to improve your own service
  • Using current case studies, examine which private businesses provide the best customer service and how that can be applied to the public sector

Course Content

09.30-10.00: Coffee and Introduction.What makes customer service amazing?

10.00-10.30: The essentials of advanced customer service and how to deliver them in the public sector environment.

10.30-11.15: Product knowledge. The backbone of amazing customer service.

11.15-11.30: Coffee break
11.30-12.15: Dont ignore your competitors. Stay ahead of the game and how to implement it.
12.15-12.45: Advanced communication skills. The WOW factor.
12.45-13.45: Lunch
13.45-14.45: Inspiring our colleagues and employer.
How can we get everyone involved?
Case studies. Can we do what they do?
14.45-15.45: Sales is everyones business in customer service.
15.45-16.45: Complaint handling strategies.
How to get customer feedback that makes the difference.
16.45:- Finish Summary and Action Plan.

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