Customer Service Training

Sustainability of new skills and knowledge is key. Our customer service training programmes are based on a model of sustainability.  We offer a simple, and well-proven model for achieving customer service excellence in any organisation, from any sector

• The 'X Factor' – half day
Short punchy and fun sessions of learning and awareness raising about customer service issues that everyone can relate to. Half day events to allow maximum take up by the entire workforce, based around customer perception and key messages relating to language pattern impact, non-verbal communication, and the power of 'Acting As If'.
Great fun, great impact, and maximum behaviour shifts!

• Managing Customer Service - full day
Training is like wet mud on the wall - most slides off immediately. Unless managers commit to driving up service standards staff training is a shocking waste of invested time and energy. Managing Customer Service is a one-day programme that stretches team leaders and operational managers to think about what they personally are doing to manage service quality.

Managing Customer Service asks tough questions about customer segmentation and service requirement, service standards development, monitoring and measurement, and the extent to which staff and customers are involved in service improvement activities.

• Coaching Skills for Managers - full day
If you think your training programme will revolutionise customer service quality you’re fooling yourself. Training is a complete waste of time unless it is sustained. The key to improved service behaviours is to ensure local managers keep the momentum going long after the excitement of a training event has faded. Without reinforcement training is just wet mud.

The key to sustained service excellence is to create 'coaching centres of excellence' at each of your service outlets. This means coaching skills are an essential ingredient for any operational team leader.

Based on Nick Drake-Knight's popular book 'BOOMERANG! COACH YOUR TEAM TO BE THE BEST' and the hugely successful Continue & Begin™ fast coaching technique, this one-day event sets up your local leaders to fast-coach customer facing employees on-the-spot and keep that customer service training alive long after the learning event was delivered.

Make customer service excellence a behaviour habit!

To talk to us about how our Customer Service Training can help your organisation perform better, call us anytime on 01983 401982 or Click Here to email us..

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