We are proud to have repeatedly delivered training to top telephone banks that regularly receives awards for the best customer service provider of all major uk brands. We are able to offer call centre communication skills programmes tailored to meet specific business requirements.
DurationWe are proud to have repeatedly delivered training to top telephone banks that regularly receives awards for the best customer service provider of all major uk brands. We are able to offer call centre communication skills programmes tailored to meet specific business requirements.
Effective communication is important in any workplace, in call centres it is not just important, it is vital. It is the voice, the brand, the values of the company being delivered through a single voice on the end of the phone and getting it right can mean success or failure.
Call Centre Communication enhances and develops the skills of Call Centre Staff creating dynamic customer service teams, where building rapport, empathy and trust with the Customer are foundations for each and every call.
We place emphasis on using non-intrusive questioning, listening skills and deploying excellent customer service skills. All of this helps to increase the trust your customers place in your people and their perception of your brand, which can drive an upturn in revenue.
Who We Are
Our Background
Founded by Dawn K Bruce (MBA MCIPD), DKB is an established Training Company specialising in Professional Learning & Development Consultancy. We have a large Team of Associates with a combined experience of hundreds of years in a wide variety of fields, offering levels 3, 4 & 5 qualifications in Leadership and Management, and Education and Training.
We strongly believe that our successful aim of ‘Developing Knowledge in Business’ is achieved through working in partnership and building strong relationships with our clients.
We're Different
We take the time to get to know you and your people in order to provide a service that can be made to measure and matches your culture and values.
We believe that every organisation deserves a personalised approach with a custom made design, so we start with a blank sheet of paper and work in partnership with you.
We are happy to deliver and work with pre-designed material in order to provide your company with instant solutions to delivery issues.
We continue to adapt to your needs throughout the relationship to ensure that you gain the maximum impact and value from your investment.
Our Promise
Our promise is to work closely with you to understand your business in order for us to work in partnership to develop your most important asset – your people!
Our Values
Our values are built on honesty and trust. Our engagement and flexibility are second to none!
This course provides ways to add value to customer relationships, exceed customer expectations and protect companies’ brand by delivering outstanding customer service.
Dealing with customers in the right way can really boost your business. Dealing with them in the wrong way can be very harmful and cause unnecessary extra work dealing with complaints.
This course is designed to help you understand the impact of customer service and deliver the best customer service for your clients leading to improved customer loyalty, enhanced brand perception, and delivering long-term success for your organisation.
The Customer Service Practitioner qualification is ideal for those that are looking to improve their knowledge and skills to develop a career within a Customer focused sector.
Customer services are the life-blood of an organisation. Studies show that by 2020 the biggest differentiator for customers’ purchases will not be based on product or price but will be driven by service and experience.
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