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

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 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.


Awesome - the workshop was practical, engaging, packed with useful content and served the whole audience. Much more than we expected. Wayne Mullen, Head of L&D, Standard Bank More client feedback