Our Courses
Customer Service Skills Training
We’re experts in customer service training and have a proven track record in helping organisations change the behaviour of their employees towards customers.
Our training will:
- reduce your customer complaints and give staff the tools to defuse customer emotions;
- increase your customer satisfaction and loyalty ratings;
- increase your staff morale, reduce stress levels and improve staff retention;
- reduced call volumes and repeat calls;
- increase your sales through your customer service.
- build a culture of customer service excellence within your organisation.
We’re experts in telephone skills training (contact centre training), face to face, as well as business writing skills (social media, web & live chat, e-mail and letter)
One organisation we worked with saw (as part of a development programme in customer care training) a reduction of 95% in formal complaints and a reduction of 67% in informal complaints.
This same organisation saw a 50% increase in compliments.
Our specialism covers telephone skills training (contact centre training), face to face, as well as business writing skills (social media, web & live chat, e-mail and letter).
we give you the skills to:
- Take immediate control of the customer interaction;
- Build rapport, show understanding and relax the customer using empathy skills;
- Relax and build customer trust by using certainty phrases;
- Build trust and take control of the interaction through verbal signposting;
- Use good voice skills and body language to engage the customer and build rapport;
- Establish clearly the customer’s needs through effective questioning;
- Show you care and are there to help by offering further assistance;
- Ensure customer understanding by using plain English and clear explanations;
- Manage customer emotions and gain commitment to a suggested course of action by using positive language and power words in place of negative ones;
- Check customer satisfaction to raise awareness to the service you have provided, and ensure you get it right first time;
- Get personal to show you and the customer are human, making them feel valued and cared for as an individual.
- Say no assertively and positively;
Free Performance Assessment
To help you identify how you can improve the performance of your Customer Service Advisors, please contact us for a free assessment.
We will spend time listening in to calls and observing your people interact with their customers face to face. We will then provide you with a report highlighting our recommendations for improvements to achieve greater customer satisfaction.
Training for customer service is not about giving people good customer service skills, it’s about giving them excellent customer service skills.
Key steps to our success:
- We get to know your organisation, it’s vision, values and goals;
- We assess the levels of customer service being provided by your organisation;
- We provide our recommendations for a bespoke development programme to suit the business goals and development needs of your people.
Our Courses
Customer Service Advisor Development Programme
This modular training is highly participative and gives telephone users and face to face service providers the skills to control customer interactions positively.
Exceptional Contact / Call Centre Customer Experience Skills
This training seeks to develop creativity in service deliverers and focuses on gaining a commitment to being the best in the business.
Customer Service for Delivery Drivers
This one day interactive course is designed for delivery drivers, drivers’ mates, and warehouse operatives who support them. Organisations that pride themselves on their customer service are recognising the vital role and impact the delivery driver has on their reputation.
Customer Service for Tradesmen & Women
This course is aimed at tradesmen and women who work on people’s homes or offices and as a result have contact with other people as well as their customer.
Handling Challenging Customers
What do you do when things go wrong or you have a customer who is more challenging than most? We will work closely with you to ensure the course is designed to include typical scenarios and customer types faced by you or your team. This way, everyone leaving the training will have practical techniques to pacify and control challenging customers
Handling Compliments, Complaints & Criticism Positively
if staff aren’t given the skills to defuse customer’s emotion and handle complaints and criticism positively they can easily make it worse. This course aimed at Customer Service Advisors gives delegates the skills to handle complaints at the first stage.
Face to Face Customer Service
This course is aimed at anyone who deals with customers face to face. This includes retail, reception, public sector employees and front-of-house employees as well as delivery drivers and tradesmen
Professional Email Writing
This course will help you write clear professional e-mails ensuring ease of reading for the reader and a positive customer experience. E-mails will become easier and quicker to write and much more effective, empathetic, waffle free and to the point.
Sales Training
As well as following best practice sales models, this training focuses on effective influencing and communication skills. This one or two day interactive course is designed for anyone whose job involves selling to customers, whether face to face or across the telephone. This course gives delegates the tools to increase sales and retention, and through excellent customer
service, encourage customers to buy from us, rather than us sell to them.
Stress Management
Team members often feel they are at the mercy of their line manager or company and don’t realise firstly how to recognise stress