Customer Service Management Training Courses

Our customer service training courses are inspirational, enjoyable and successful, elevating delegates and their organisations to greater business effectiveness.

Providing excellent customer service means delivering a service experience that goes well beyond the expectations of your clients enticing them to return for more and become an ambassador for your brand. Research shows that an average business spends six times more to attract new customers than to keep old ones and a dissatisfied customer tells anywhere from 8 – 20 people (word of mouth and not electronic communications).

In today’s connected world of social media and consumer generated content, organizations simply cannot afford to have dissatisfied customers. Delivering quality customer service is the lifeblood of organizations many of which spend thousands of dollars on enticing people to purchase their products and services. Delivering on our promises and meeting customer expectations must be a top priority and  this workshop shows you how to engage and care for your clients so that they become ambassadors for your brand!

Any individual employee alone is very unlikely to achieve major changes in the quality of customer service in an organisation, our workshop training programmes are therefore carefully researched and delivered to build up a critical mass of people who are pulling in the same direction to collectively consider.
You will learn about:

• Benefits of providing excellent service and pitfalls of turning a blind eye
• Who are your customers and what is it that they really want?
• Achieving excellence through positive first impressions and moments of truth
• Problem resolution, handling difficult situations and the service recovery process
• The role of employees in service excellence
• Building loyalty through customer relationships 
• Tips to creating memorable experiences for your customers!
• Why how we perform matters
• What's different about good performance
• Performance standards
• Turn complaints into opportunities
• Listening skills
• Assertiveness
• Effective communications
• Internal clients
• Customer-focused organisations
• First contact
• Customer rapport
• Develop a reputation for reliability
• Managing expectations

By careful research and development of workshops we can consider and practice solutions to known or likely situations. Even faulty goods can be forgiven and loyalty retained provided the situation is handled well.