How confident do you feel that your customers receive exceptional customer service?

Is it good, satisfactory or could it be improved?

The fact is, every time a customer interacts with your organisation, they experience a moment of truth regarding the organisation’s values and practices regarding customer service. Given how many times your people probably talk to the customer over the telephone, by email, SMS and social media, it is essential that they have the skills and training to represent the brand well.

We offer two highly practical training programmes that will give your staff the skills to differentiate your business from the competition.

Advanced customer service and communication skills training

Outstanding customer service over the telephone is characterised by a degree of responsiveness, attentiveness and willingness to help that that is perceived as superior in the mind of the customer. Whilst the customer may not be able to say why the service is superior in specific behavioural terms, it is experienced as real and makes them want to tell others about it and come back for more. In this stimulating and highly interactive 2 day programme, participants develop their existing interpersonal skills and knowledge to go beyond typical service delivery.

Who should attend?

This course is ideal for those experienced in the role. It is essential for call and contact workers.

Programme objectives

To assist participants to hone and expand their existing telephone communication and customer service skills so they can provide an excellent service to customers, worthy of ‘best in class’ categorisation.

This course will enable participants to:

• discover how to elicit the customers desired channel for communication or internal representation system
• recognise what’s important to the customer through their use of words and phrases
• develop their ability to put yourself in the customer’s place
• learn how to tailor their responses to the customer’s mindset and expectations
• discover techniques to help them ‘read between the lines’ to identify what the customer is really saying.
• develop powerful communication strategies to assist them resolve conflict
• build rapport with customers at any time, even those with different communication styles to the agent’s own
  – practice methods for building customer satisfaction and loyalty
  – learn advanced verbal and non verbal communication tools.

Outcomes

• A team with advanced communication and customer service skills who can generate customer goodwill and loyalty at will.
• Greater consistency in working practices across the team.
• Higher staff job satisfaction
• Higher customer satisfaction scores
• Reduced complaints