Delivering a first-class Customer Experience
With every interaction, Customer Service teams have the opportunity to enhance your brand and deliver a fantastic 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.
Call us now to speak to one of our experts about your customer service training needs on 01280 820 780.
Bespoke Customer Service Programmes
Bespoke Training Programmes & Workshops
For Customer Service Teams
We design bespoke programmes to meet your business’ specific requirements and achieve your objectives.
Bigrock Customer Service Courses are specifically designed to match;
- 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.
Developing the right Mindset:
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
Optimising Communication Style:
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 the majority of cases, we recommend a 2 or 3 day course, followed by an Embedding & Elevation event.
In contact centre environments, programmes can be divided into ½ day modules to work with your shift patterns and call requirements.