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Customer Service

Customer Service

Tailored to your business, our approach is focused on finding out what you do that delights your customers, and then building the confidence and motivation of your team to exceed expectations. The result is real value for you and your customers, whether they be internal or external to your organisation.


THEMES

  • Customer service – is it really about what YOU want?
  • Drawing on your own experiences
  • Executing the balancing act
  • Needs, Wants & Desires – what are they and what should you do about them
  • Real rapport – how to build it and what breaks it. What value it has in CS
  • Behavioural flexibility
  • Perceptual positions
  • Saying ‘No’ politely
  • The circle of excellence
  • The magnificent 7 – steps to service excellence

WHAT PARTICIPANTS CAN DO AS A RESULT

  • Have a clear idea of the advantages to them providing a great service
  • Appreciate how to balance their needs with those of their customers
  • Apply the model of Needs/Want/Desires so they pitch at the right level for their customers
  • Build rapport with people naturally so real understanding can be communicated
  • Be flexible in their behaviour without changing their personality to allow for the sheer range of people they come into contact with
  • Recognise how they come across to others and the assumptions people make
  • Take on different perspectives to deal with tough customers
  • Get into the best state possible to deal with others
  • Say ‘no’, when they really have to, without causing resentment

FOLLOW UP PROGRAMME

We make sure that learning continues beyond the classroom

  • E-prompts: behavioural reminders and coaching style questions to maximise learning
  • Action cards: self-addressed cards with action reminders
  • Online questionnaire: measure the impact of the programme

FEEDBACK

“Excellently presented, started off thinking it would be unhelpful, but really enjoyed it” - participant industry, banking

“Very good, enjoyable and practical” - participant industry, banking

“I enjoyed the course and feel that I can take a lot away with me for use in my job. Thanks!” - participant industry, law

GUARANTEE

Our results and service quality are exemplary. We know because we listen to our clients. We offer a rock solid money back guarantee to prove it. We guarantee that:

  • Workshop participant feedback will at least be consistently good about the facilitator and the workshop
  • You will look back on your investment and be completely satisfied that we were the right choice of provider for you and your organisation

FOR A COURSE DELIVERED AT YOUR ORGANISATION

Number of trainer(s): 1 trainer

INTERESTED

If you want more information about Customer Service please get in touch today

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Request More Info by Email

Email us on
enquiries@you-unltd.co.uk now.

Contact Us Today

Have your questions answered now on
+44(0)20 7407 0044.

Overall course rating
out of 5

4.4

Participants specifically applying what they learnt

96%


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Web site by Edward Robertson.