This training is suitable for any business owner, department owner or internal manager where customer service is a large proportion of the job.
From an internal role point of view this will include:
Project Managers
HR Staff
IT Staff
High Level Management
Change Managers
From a business point of view this training will be suitable for:
SME’s
Large Companies
Product based businesses
How much will it cost?
Course costs are dependent on:
Your business requirements
Our Training needs Assessment
Locations and number of Sessions required
Please contact us if you are interested in this training.
Pre-Course Requirements
Questionnaire
We usually ask all prospective candidates to fill out a pre course questionnaire to understand if they are suitable for the training. We will email this out or ask you to fill the questionnaire at the start of the course.
We ask you to:
To Think about the kinds of situations you are faced with daily in your job as a customer service representative
To be receptive and understand that change can only happen if you are open to the training
To come with your business problems so we can work on resolutions
Identify current issues with staff, your own customer service problems and conflicts you have faced
Course Detail
Introduction
Course Introduction
Questionnaire Completion
Health and Safety Housekeeping
Outstanding Customer Service
What do you consider to be outstanding service?
Qualities of a service provider
What is my customer service role within my company
How to define what my customers want
How to define customer value
Winning the customer
Winning Business Vs. Customer Acquisition
Being the best, staying the course
Identifying the customer’s problem
Recognising the solutions available
Listening to the customer
Cycle Repetition throughout retention
Resolving Issues
Changing your mindset as a service provider
Establishing trust to fix the problem
Managing Expectations
Working with the customer – “We’re on your side”
Using all resources at your disposal
Follow up and retention
Customer Loyalty
Thinking different – Is the customer always right?
Ongoing Support Process
Continuous Improvement of Service
Offering more
Going beyond customer requirements
Personal relationship building
Value Propositions
Experience
Industry Leading experienced qualified training.
Quality Assurance
Rigorous continuous assessment of training quality.
Professional Trainers
Qualified Professional Trainers with track records.
Course Selection
A range of training available to strengthen your business.
Group Training
Leaders, Managers or Key Staff Group Training available.
Support
Continuous support and monitoring for rapid growth.
