Customer First - Searchlight Insurance Training

Customer First

Deliver service excellence to customers…..

This session give practical techniques and ideas that will help build confidence and encourage participants to deal positively and effectively with customers.

It is relevant for all who come into contact with external or internal customers – both face to face and on the telephone.

Level:

Duration: 1 day(s) CII CPD Hours: 6
     

Understand the features and impact of good and bad customer service

Identify high performing organisations in the delivery of customer care.

Implement practical tools to improve their communication skills and mindset.

Identify the key moments during the customer relationship.

Appreciate the importance of trust, care commitment and respect.

Analysis of features, impact and implications of good and bad customer service

The best regarded organisations for customer service – who are they and what they do.

Process, communication and mindset – the three foundations for service excellent.

Cornerstones of communication – words, tone, body language, structure, clarity, authenticity, alignment, listening and questioning skills.

Pivotal moments on the customer journey – first impressions, building rapport and relationships, service and delivery, dealing with conflict and complaints

The end game – how demonstrations of care, commitment and respect build trust with the customer