Advanced Certificate in Customer Service Excellence (ACCSE)

Advanced Certificate in Customer Service Excellence (ACCSE^TM)

Customer service is, to customers, one of the most visible and significant aspects of their perceptions of the organisation. It will shape their opinions and will often be the differentiator even above pure price. For customers the quality of customer service determines whether to buy, and particularly whether to remain a customer. Customer service matters because everybody in every organisation either helps customers directly or helps colleagues (internal customers) who serve the paying customer. Customers can be described as fellow colleagues in addition to anyone that interacts with the organisation. Service creates and makes a company brand but also has the potential to destroy a business where the service falls short of customer expectations.

It is worth remembering that you have more opportunity to delight or lose a customer than the CEO! By pulling together and delivering great service, you will become a part of building the organisation but get increased levels of satisfaction. On completion of this five day training course you will receive your certificate which has been fully accredited by Qualifi, an official UK Government recognised awarding body

By attending this interactive course you will be equipped with the skills to

• Understand and appreciate the importance of delivering world class customer service
• Understand the importance of a successful Customer Relationship Management Strategy
• Develop a positive mental attitude and the self-belief needed to deliver world class service
• Communicate effectively in a variety of styles and situations
• Handle complaints effectively
• Create a powerful personal presence
• Take control of all phone calls with a professional and dynamic image
• Negotiate effectively
• Understand the dynamics of human behaviors
• Understand some of the measures used to benchmark Customer Service
• Plan and manage your own personal success

This highly practical and interactive course has been specifically designed for:

• Customer facing staff
• Telephone based staff
• Anyone involved in delivering customer service within the organisation:
• Internally
• Externally
• Account and product enquiries
• Complaint handling
• Account Managers

PLUS anyone else responsible for the management and support of Operational team.

Meet your expert course trainer: Nick Bishop

Nick Bishop is currently based in the UK. An experienced Manager with a successful background in the Financial Services and Insurance Industries in both Sales and Service. Nick brings twenty years of management knowledge gained from leading blue chip companies and is trained in a number of coaching methodologies.

In the UK, Nick has delivered workshops within Bank of Scotland, NHS Direct, Argos and many public sector bodies in addition to delivering key note talks at both conferences but also government forums.

Nick has spent 18 months delivering workshops for the BPO sector in Botswana under a government funded initiative.

Benefits, knowledge and skills gained by attending the ACCSE^TM course

• Line Managers Gain an accredited Certificate approved by a UK regulated body – Advanced Certificate in Customer Service Excellence (ACCSE^TM)
• The ACCSE^TM shows that you have completed International qualifications and that you have the skills and experience to manage customer service effectively on a national, regional and global level
• The ACCSE^TM certificate will be received approximately one month following the close of the training course and will be issued jointly by Qualifi and BMTG.
• The ACCSE^TM  certificate will be received approximately one month following the close of the training course and will be issued jointly by Qualifi and BMTG.