Delivering a first-class Customer Experience
Our Customer Service experts help teams develop the skills and processes to respond effectively to solve customer enquiries, whilst enhancing the overall customer experience.
Delegates explore how to build rapport with customers, understand their needs and priorities, deliver a solution and resolve their query.
Bespoke Customer Service Programmes
Bespoke Training Programmes & Workshops
For Customer Service Teams
- Your Customer Service environment
- Your market, customers and proposition
- Your customer communication methods, from calls to emails to online chat, etc.
Our Customer Service programme can be tailored for;
- Call and contact centre teams
- Customer Service teams in regulated industries
- Teams caring for vulnerable customers
- Customer Retention, Complaints and Resolutions teams
- Support & Booking teams
In our Customer Service courses, we help agents develop their belief, their style and the substance of their customer conversations.
Belief in the role – the importance of customer service to overall business success
Belief in yourselves – developing confidence and capability
Belief in the difference you can make to customers and colleagues
Maintaining the right mindset after difficult conversations
Empathy & Tone
A consistent conversational structure:
Engage – build rapport, explain your role and gain customer buy-in.
Understand – understand the reason for their call, their needs and their greatest priority
Explain & Resolve – explain your solution, execute it and resolve the customer’s problem.
In contact centre environments, programmes can be divided into ½ day modules to work with your shift patterns and call requirements.