Customer Service Training
Our programmes don’t just teach the basics, we ask people to think beyond the basics and tap into the hearts and minds of their customers, understanding what they really want and instinctively knowing how to give the best to every customer and get the best from every situation.
Customer Service Programmes are available for both leaders and frontline service providers.
Are you looking to:
- Exceed customer’s expectations and encourage repeat business?
- Create a customer focussed culture?
- Improve customer service skills?
- Improve job satisfaction and staff retention?
The 2 Day Customer Service Programme covers the following:
- Recognising customer service excellence
- Understanding customers expectations
- Understanding the impact each person’s role has on the customer and the business
- The impact of attitude
- Developing rapport
- Effective listening and questioning
- Managing different customer situations, including complaints
- Managing emotions, maintaining morale
The 2-3 Day Leading Service Programme covers the following:
- Leading a customer service culture
- Leadership values and behaviours
- The difference between leadership and management
- The relationship between internal service and external service
- Recognising customer service excellence
- Understanding customers expectations
- Tapping into Emotional Intelligence
- Motivation techniques
- Communication tools and techniques
"I worked with Mel on a programme to develop our managers and was looking for someone who would be more than a supplier; over the course of our long standing relationship she has proved to be a true partner in design, co-facilitation and understanding our people. I trust her judgment implicitly, value her ideas and enjoy the immense energy and enthusiasm she brings."
Jane Hapgood
Learning and Development Manager
Heath Lambert Group