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.
FORMAT
Half day accelerated workshop followed by post course e-prompts and buddy coaching to help integrate learning into day-to-day behaviours. Practical and interactive. Includes group work and work in pairs. Max recommended group size 15.
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
FOR A COURSE DELIVERED AT YOUR ORGANISATION
Number of trainer(s): 1 trainer
Investment per group: £1,950.00
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
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INTERESTED?
If you want more information about Customer Service please contact us.
Overall course rating
out of 5
4.4
Participants specifically applying what they learnt
96%
Awesome - the workshop was practical, engaging, packed with useful content and served the whole audience. Muc...