Corporate training | Excellence in Customer Service

This corporate training is our premium solution for those who want to make a dramatic improvement to their customer care culture. It is fully customised to your business sector and needs.

Benefits

Our employee development programmes have trained more than 3000 people, across all sectors, in customer care and complaints handling. So we know we are the experts in helping businesses transform their organisational practices to strengthen their customer care culture and differentiate themselves. We will share this expertise with you.

Highlights of our excellence in customer service programme

Phase 1 – Customer Care Benchmarking

• Strategic consultancy, mystery shopping, and focus groups with staff
• Sharing the feedback with you and helping you refine policies, procedures, working practices and complaints handling to improve the customer journey

Phase 2 – Implementing the Customer Care Training Programme

• Training the team to manage for customer care
• Staff training sessions to refine employees’ interpersonal and tactical skills, even including a session on handling difficult situations
• Half day complaints handling training, learning to turn complainants into advocates for your organisation
• Developing an obsession with customers and not just with your products and services
• Using customer care to stand head and shoulders above the rest
• Aligning a collection of individuals and motivating them to deliver outstanding customer service
• Enabling all senior staff in the organisation to role model the right behaviours and attitudes so they inspire the staff
• Equipping all employees to have the skills and techniques to deliver excellent service

Key takeaways from our Excellence in Customer Service programme:

• How to develop the ‘value zone’ – the interface between employee and customer
• How to get staff to see the customer as someone they need, not who needs them
• Ensuring your procedures and policies are there to help the customers and staff, not hinder them.
• How to wow your customers
• How to develop front-line ownership
• How to effectively manage for customer care – management responsibilities, skills and role-modelling
• How to have a great complaints system and the skills to turn complainants into advocates
• How to keep up the momentum after the training – one run round the block won’t make you fit – regular exercise will do! It’s a constantly moving horizon – so how to continually develop, revisit, reinvent and improve is key.