Successful organisations understand the vital importance of building their people’s capability to create an exceptional customer service experience.
DurationPeople who attend Brandheart’s Delivering Outstanding Customer Service course will build their ability to:
feel increased levels of pride and passion as service representatives for your organisation
create positive first and lasting impressions
build trusting and mutually respectful relationships with customers
build their self-awareness to manage the way they communicate their message
manage their own emotional state during interactions with customers
apply listening and questioning techniques to fully understand and respond to their customer’s needs
navigate difficult conversations with customers, including responding to complaints and enforcing rules
professionally and assertively manage customer expectations and requests
apply a range of communication tools and basic psychology to influence customer behaviour for positive outcomes
easily identify and adapt to a customer’s communication style
apply assertive strategies respectfully in a regulatory context
Delivering transformational training courses to assist your people to stay conscious, connected, and capable. Assisting your people to transform not only what they do, but how and who they are to bring the best of themselves to their world – inside and outside of work.
Brandheart delivers results-focused leadership and staff development courses, as well as team building workshops. We specialise in working with our clients to develop tailored solutions to meet their needs.
Our training courses are focused on ‘soft skills’, which we know are really the hard skills to master. After all, what could be more challenging (and rewarding) than developing the emotional intelligence and self-awareness required to build and maintain positive relationships, in even the most difficult situations?
Brandheart was formed in Wellington in 1998. We work throughout New Zealand, Southeast Asia and the South Pacific in the private, central and local government sectors. Brandheart is an experienced provider of customised, results-focused leadership and staff development courses and team building workshops.
We specialise in designing and delivering training courses that are focused on ‘soft skills’, which we know are really the hard skills to master. After all, what could be more challenging (and rewarding) than building self-awareness and taking responsibility to increase the effectiveness of our relationships, in even the most difficult situations?
It is through our courses that we fulfil our Vision: Conscious People – Conscious Organisations.
Learn how to interact with customers as well as respond to complaints, gain knowledge about products and services so you have the confidence to provide information to customers in-person and by phone.
To give participants the ability to deliver excellent customer service. To provide an understanding of the impact they have on their organisation’s reputation and the customer’s experience. Suitable for virtually anyone in your business who has dealings with your customers, both on the telephon...
This workshop covers: identifying your customers; what customer service is and isn’t; customer service in relation to internal and external customers; evaluating the customer service standards currently being practiced in the workplace; setting SMART goals to improve your customer’s service
Our 19-week prep course will give you a taste of working in the Customer Service field at no cost. Study with us to build your knowledge of these career paths now. Includes Unit Standard Credits towards NCEA.
Equip your staff with a ‘customer focused and can do attitude’ along with the self-assurance to deliver service excellence to a wide range of customers with professionalism, confidence and pride, even the more challenging or complaining ones! A win-win for your customers, your business and staf...
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