Customer Service Training

To us at the leadership growth company customer service is all about the experience. How your customer actually ‘feels’ even when things don’t go according to plan. 

It’s how your team support your customers through these experiences that will define whether your customers return or walk away.

It makes good business sense to look after your customers, particularly knowing that you are more likely to convert new business from an existing customer than you are a new one. Some experts even go as far to say that customer service is indeed the new marketing.

If you want to stay ahead of your competitors in the customer service stakes and build a stronger business, we can work with you on developing the 3 essential aspects of customer service:

• Creating a Genuine feeling of ‘Care and Concern for the Customer’
• Creating a culture of ‘Getting it Right First Time’
• Creating a culture of ‘Resolving Problems Efficiently and Effectively’

This we achieve by designing and developing powerful training courses that create Superstar Customer Service Teams and by working alongside Managers supporting them to embrace and enhance the customer experience.

We cover:

• Creating awareness & understanding
• Developing their emotional intelligence
• Managing difficult customer conversations
• Developing techniques & tools that reduce stress
• Managing the customer perceptions
• Developing confidence & customer empathy
• Taking initiative, ownership & responsibility
• Working across ‘face to face’ & ‘telephone situations’
• Improving email communications
• Mapping of ‘customer journey’ through the business
• Removal of customer frustrations
• Creating seamless handovers between departments
• Improved inter-department relationships
• Team building & awareness of the bigger picture
• Developing & nurturing problem-solving skills

We typically:

• Identify key customer service performance behaviours and measures
• Develop managers ability to manage performance against these measures
• Identify opportunities within your organisation that will put customer service at the very heart of everything you do!