Delivering exceptional customer service

Online & fully interactive – LIVE trainer – small groups

A great experience with your company is the reason customers will return again and again, and why they’ll tell others to do the same. But understanding exactly what customers want from you and knowing how to deliver this consistently is a big challenge.

This course provides you with the tools to refocus on your customers’ needs and to identify exactly what ‘exceptional service’ looks like to them. It also explores how to put this knowledge into action as a guide to customer interactions and to shaping the entire customer experience in ways that build reputation and trust in the long-term. 

The training is delivered live online to small groups, and can be adapted to suit the needs and commercial context of your organisation. It is led by an expert trainer, and provides plenty of opportunities for discussion, Q&A and interaction alongside trainer input.e

What participants will learn

This intensive session is designed to have maximum practical impact in a short time. It provides tools and tips around topics including:

  • Understand what the ultimate customer experience looks like for your organisation
  • Six steps to creating an exceptional customer experience
  • The power of thinking like a customer
  • Identifying clear outcomes for how customers think and feel about your organisation
  • How the art of listening can transform customer service
  • How to manage dissatisfied customers and difficult conversations
  • Building long-term trust in your organisation’s service quality

After the course every participant receives a PDF course handbook covering everything they’ve learnt on the course.

How is the training delivered?

This is a live and fully interactive training session. Just like classroom training, it is delivered by an experienced tutor to a small group, ensuring plenty of chances to ask questions and discuss experiences. 

Using a free web based interface, delegates are able to see, hear and interact with the trainer and other participants in real time. The session is intensive, and last about 90 minutes, equipping participants with a raft of instantly implementable techniques to improve their ability and comfort working from home.

Our trainers

Our trainers are expert practitioners and consultants, with many years of experience delivering impactful training across a broad range of organisations and sectors.

Sally Prescott

Sally has years of experience in the hotel and hospitality industry, helping organisations deliver exceptional service, leadership and communications. She is a qualified coach and is licensed to deliver a wide range of training programmes. Whether through classroom or virtual training, Sally's energy, knowledge and experience have a lasting impact on those she teaches.

Kate Jennings - Cambridge Executive Development

Kate Jennings

Kate is a highly experienced trainer, coach and consultant with a commercial background leading teams in the food and drink industry. As Lead Consultant with Cambridge Exec, She has worked in the UK, Europe and US to develop and deliver classroom and virtual sales training for a diverse range of clients, from tech firms to fashion brands.

Joanna Markham - Cambridge Executive Development

Joanna Markham

Joanna developed her vast knowledge over a long career combining roles in academia and business. As a consultant specialising in business psychology, she has worked with some of the world’s biggest companies, helping develop the communication and organisational skills of staff at all levels of seniority.

If you have a group of colleagues who could benefit from the Delivering Exceptional Customer Service virtual course we can deliver a private session at a time that suits you.

Participants can join the session from the office or from home, and can take part in their own teams, or with a mixture of colleagues from across your organisation.

Fees depend on the number of participants and whether or not you would like the content adapted to address any specific issues relevant to your group.

Please contact us to find out more and to obtain a quote.

About us

Cambridge Exec is a boutique learning consultancy made up of a select team of specialists in workplace communications and leadership. We deliver training and coaching, and conduct research and analysis that supports your people-centred workplace culture.

For over fifteen years we’ve been helping organisations ranging from small startups to international brands to build their people’s capacities, enhance wellbeing and boost engagement and productivity at work.

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