IBPTS Excellence in “Customer Services” Course Syllabus

The objective of IBPTS "Excellence in Customer Services" courses is to introduce the concept of “Customer Services” what it means and why it is essential and how to achieve it, in identifying:

  • Who your customers are
  • What they need from you
  • How to manage relationships with customers
  • How to benchmark your level of “Customer Service”
  • The attitude, skills and knowledge that are needed to deliver an effective service
  • How to deliver quality service
  • The importance of listening to the customer
  • The right questions to ask the customer
  • Where you fit in the “Customer Service” cycle
  • How to handle difficult situations with customers
  • How to deal with Complaints

The course is divided into 4 sessions;

Session 1 – Who are your customers and why you should care about “Customer Service”

In almost every relationship at work, we are either a supplier or a customer but do we recognise who our customers are and what service we provide for them? Delegates are encouraged to share their own experiences of good and bad service .As businesses grow strategies for “Customer Services” will also develop through a number of stages. We will establish the stage your company is at and what it means for your business. Topics in this session includes:

  • The benefits of excellent “Customer Service”
  • Examples of outstanding service

How to identify:

  • Who your customers are
  • What they need from you
  • The importance of both internal and external customers
  • Stages in development of “Customer Service”
  • What Stage is your business at?

Session 2 – How do you measure “Customer Service”?

Unless you have some way of measuring “Customer Service” it is difficult to identify if it is really improving or deteriorating. This session will help you choose the best way to measure your personal standard of “Customer Service”, in how to benchmark the effectiveness of measuring “Customer Service” in customer and service satisfaction.

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Session 3 – How to deliver an improved “Customer Service”

For your business to deliver an improved “Customer Service” there are a range of important skills needed by everyone in the team. In this session delegates will develop their “Customer Service” skills. Topics include:

  • The attitude, skills and knowledge that are needed to deliver effective “Customer Service”
  • The importance of actively listening to the customer
  • Assessing your customers preferred communication style
  • The right questions to ask customers
  • Body language and voice
  • Vocabulary and clarity
  • Solving customer’s problems

Session 4 – Putting it all into practice

In this session we bring all the pieces together and look at the typical problems that might arise in putting skills and procedures into practice. Topics include:

  • Where you fit in the “Customer Service” cycle
  • Handling difficult situations with customers
  • Dealing with complaints
  • Roll play
  • The reason for failure in delivering “Customer Service”
  • The principles adopted by other companies who have succeeded

Ongoing Training Programme

Our course cans form part of a longer service development-training programme, which also includes:

  • An initial full service audit to identify the current situation and training and service development needs
  • Setting service standards (helping the client to identify and set behavioural standards)
  • Managing “Customer Service” workshops
  • Customer service courses to train in the standards
  • Measurement techniques to monitor and evaluate the service development programme

For further information and to join our mailing list please email info@ibpts.co.uk