Delivering Excellent Service Under Pressure

You want to deliver great service to external clients and internal colleagues but that’s not always easy, especially when everyone is under pressure.

This programme involves a series of short videos, which you can start immediately and complete at your own pace. You can also ask questions and share your thoughts within a private on-line forum. Specifically, this programme covers:

• Finding out what your external and internal clients expect, and how to meet, exceed or manage their expectations.

• Focusing on ‘moments that matter’ to make a positive impression without it taking much time.

• Keeping people informed and choosing the best ways to communicate.

• Coming across at your confident best, even in daunting circumstances.

• How to deal with ‘difficult’ situations, such as vague instructions or unreasonable deadlines, and how to say ‘no’ in ways that will be respected rather than seeming unhelpful.

• Dealing with different types of people to ‘get on their wavelength’. Words and phrases to use and avoid.

• How to follow-up with stakeholders to leave them with a great impression.

During the programme and beyond you will be given access to tips, templates and other resources as reminders and to help implement points covered in the programme.

At any point, you can optionally request a one-to-one discussion with the trainer Phil Gott.