By providing the skills needed to deliver outstanding customer service in your business, you can be sure that customers will choose your business over others.
You can do this through effective customer service training.
Our customer service training programmes aim to provide the skills and approaches necessary to deliver outstanding customer service. A service when customers receive it, will want to come back over again.
Better service doesn’t mean cheaper products. If the service matches the product or service, people are more likely to buy. Our customer service training programmes explore how to deliver such a service.
Our customer service training programmes gives your business the advantage over others.
Our customer service training programmes can focus on one of more key areas. These typically include:
Elements of Customer Service – We introduce the four elements of customer service – Attitudes, Skills, Structure an Communication and how all four are required to provide effective service.
Customer Expectations – By understanding what your customers expect, it can be easier to meet or exceed their expectations.
Best in Class Customer Service – We look at Noriaki Kano’s model that illustrates how customers perceive quality and service and how businesses can ‘excite‘ customers.
Customer Service Behaviours – We investigate the behaviours and attitudes that should be demonstrated to provide outstanding customer service. It’s not about the things that you do, but also the way things are done.
Questioning and Listening – We look at the big part the ability to ask effective questions has on providing effective customer service and why listening to the responses is just as important.
Assertiveness – It doesn’t always go smoothly and sometimes customers will want to complain. How those complaints are dealt with is the difference between retaining or loosing a customer to one of your competitors. Assertiveness helps to deal with complaints in a calm and controlling way.
Communicating Effectively – We introduce a range of strategies to ensure effective communication with customers is at the forefront of everything. Developing an understanding of Eric Berne’s Transactional Analysis theory, we investigate how understanding the Parent, Adult and Child ego states can help improve communication with people. We also look at some ideas to build rapport (it’s not as easy as you think).
Customer Service Standards – We have worked with our clients in the past to develop customer service standards tailored to the business and customers. This allows you to measure the effectiveness of the service being delivered and as a coaching tool to improve customer service in your business.
All of the above subjects can be delivered as a pick and mix of subjects or all subjects over an agreed period of time (a 2 day course is recommended).
We will work with you to understand the changes you want to see as a result of any customer service training you wish to carry out and build a programme especially to meet those needs.
We will agree a set of customer service training programme objectives and build a programme to achieve them. We will also produce training reference materials for delegates to take away as a reminder of the skills they learnt on their customer service training programme.
All of our customer training programmes come with ‘fun included’ as standard. We will ensure that any customer service training we deliver for you is highly experiential, meaning those who attend get ample opportunity to practice the skills, get some feedback and are ready to go back and implement their new skills on return.
Want to find out more? Then Let’s Talk. Contact us now for a no obligation initial discussion about your Customer Training Programme.