Customer Service

State of the Art training programme tailored to your needs. Focused on improving confidence and competence when dealing with customers inside as well as outside of the organisation resulting in real value for your team and customers.

FORMAT

½ 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

Overall course rating out of 5

4.4

Participants specifically applying what they learnt

96%

WHAT PARTICIPANTS CAN DO AS A RESULT

Have a clear idea of what’s in it for them providing great service
Appreciate how to balance their needs with that 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 un-helpful, 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.


Cleverly tailored to our needs to benefit individuals as well as the company Allyson Walker, National Training Officer, Berrymans Lace Mawer More client feedback