5 Star Customer Service
5 Star Customer Service is an ILM Recognised programme of learning, created and delivered by People-Centric for Managers and Employees. The programme aims to develop knowledge and skills by training learners in practicing 5 Star Customer Service.
Skills / Knowledge
- Coaching
- Communication
- Leadership
- Management
- Mentoring
Earning Criteria
Optional
Earners of this credential have:
What does great service look like and feel like? Customer journey, Touch Points and responsibility for customer service.
To handle customer enquiries: Create lasting first impressions that matter, Perceptions of how you are for others the reality, Build and maintain rapport, Matching & Mirroring, Using positive language and tone of voice.
Establish customer needs: Questioning, Journey of Interest, Active listening – switch off internal voice, Paraphrasing.
Identify challenging customer requests and respond to challenging customer requests assertively.
Achieve a positive state and see it through the customer’s eyes.