5 Star Customer experience skills

Category : Supervisory and mid-management levels
  • Course Duration2 days
  • Course Start---
  • Instructor---


These levels provide the core of any business, as such the IEMS aim to provide vocational and academically routed Programmes linked with a Continuous Professional Development (CPD) award where necessary. The Programmes below are our planned Programmes, however, the IEMS will provide bespoke Programmes where required and on request. Also refer to ‘Specialist Programmes’

The success of any business - however large or small - is directly related to your customer service delivery. This engaging, interactive, fun, motivational one day Customer Service programme is designed to provide participants with the skills to deliver outstanding customer service – aiming for 5 Star Customer Service.

To provide Participants with a level of understanding of the importance of the Customer to the business outcomes and the objectives of the organization and in particular

  • What is Customer Service
  • The Objectives of Customer Focus
  • Understanding Customer Expectations
  • Develop relationship with customers – both internal and external
  • Communication
  • Listening skills
  • Questioning skills
  • Problem identification and generating solutions for the customers’ needs.
  • Developing a strategy for ongoing development of the level of Customer Service delivery

    The benefits to Participants of this programme are that they will:

  • Learn the value of the customer as they directly relate to the objectives of the organization.
  • Understand the value of having a clearly defined customer focus
  • Understand the importance of Listening to the Customer
  • Understand strategies for dealing with difficult situations – to get the best results
  • Understand how to make proactive customer-focus a priority
  • Understand the principles of a concept of 5 Star Customer Service
  • Be able to develop a plan for improved customer service with clearly stated and achievable objectives.


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