During the Covid-19 outbreak, the Chamber is offering a range of digital events and webinars to support business.

Excellence in Customer Care

Excellence in Customer Care

@ Edinburgh Chamber of Commerce 40 George Street EDINBURGH Midlothian EH2 2LE

11th November, 2020 09:30-16:30 Training 195.00-250.00

Great customer service is critical to your business success - customers expect more now than ever before and are becoming less tolerant and more likely to complain. Customers have greater choice and are not willing to accept sub-standard products or services. Marketing may attract customers but it is the quality of customer care and great people that retain them.

It is essential that staff have a mind-set that continually strives for customer excellence, seeking out improvements and developing relationships with customers that will build loyalty to your company. 

This course will instil this mind-set and build the skills - reviewing current standards and challenging participants to identify areas where customer expectations can be exceeded to build your business reputation in the competitive marketplace.

Who should attend?

This course is suitable for staff at all levels in the organisation, building commitment throughout and embedding a customer service culture. This is an intermediate to advanced level course.

Learning outcomes:
  • The 4 levels of service – where is your company – what is our brand?
  • Moving from satisfied to loyal customers
  • The silent customer and why customers leave
  • The PDCA cycle - adopting a continuous improvement mind-set to maximise the customer experience
  • It’s often the simple things that make the biggest difference – are we consistently getting them right?
  • Cultural expectations of service – can we meet/exceed?
  • Sharpening your customer communication skills – 6 steps to superior telephone call handling, emails that have impact and project professionalism
  • Handling customer complaints – providing solutions and addressing the customers rational and emotional needs
  • Challenging situations – maintaining a positive, customer focussed attitude
  • The customer journey and moments of truth, building positive memorable moments
  • Action planning for excellence
 Course Director: Joyce Brown

Train your team:
This course can be delivered on site for corporate teams and tailored to your specific requirements. For details contact training@edinburghchamber.co.uk

The ECC training experience:
  • Expert trainers - Passionate specialists who keep up to date with the latest trends in their field
  • Quality delivery - Trainers are assessed annually on the quality of their delivery and delegate engagement
  • Practical training methods - Theory and practical based training to take back to the office
  • Small class sizes - No more than 15 people to ensure you get the most from our trainers
  • Wide breadth of topics - ECC offer over 40 different essential business training courses covering everything from Leadership and Management through to Digital and International Trade
  • 3 learning levels – Beginner /Introductory, Intermediate and Advanced
Cancellation Policy: Click Here

Business Comment

Business Comment is the Edinburgh Chamber of Commerce’s bi-monthly magazine. It provides insight on Edinburgh’s vibrant business community, with features on the city’s key sectors, interviews with leading figures and news on new business developments in the capital.
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