CUSTOMER SERVICE PROGRAMME

Service excellence

Make your customers love doing business with you.

Our ‘Service excellence’ programme covers all the essential skills your team need to provide outstanding customer service. Born from our KiwiHost acquisition, this programme is perfect for all areas of your business, and is best suited to high-volume, low-touch service models.

Your team are the face of your business and the experience they provide for your customers is vital to building revenue and loyalty.

A poor experience will mean that 56% of customers will never use you again.

Who's it for?

TOPICS COVERED

Learning outcomes

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Team leaders.

Front-line staff

Anyone who engages with customers.

Why is customer service important?

Customer expectations and journey.

Choosing a positive attitude.

Greeting customers.

Responding to buying signals from customers.

Helping customers find what they’re looking for.

Good communication skills.

Being professional.

Understanding what upsets customers.

Resolving complaints.

Phone etiquette.

Processing sales.

Farewelling customers.

After completing this course, your team will be able to demonstrate the following behaviours with confidence:

Greet all customers appropriately.

Make themselves available to customers by staying visible and looking for signals that customers need help.

Use good communication skills to make sure the customer’s experience is positive.

Brings their ‘A’ game to work and is positive, enthusiastic and friendly with customers.

Understands what upsets customers and avoids these behaviours.

Is able to resolve issues for customers calmly, and to their satisfaction.

Is polite and professional on the phone and can juggle face-to-face customers with those on the phone.

Is efficient in processing sales and understands what the appropriate level of chit-chat is while they are serving the customer.

Farewells the customer and encourages them to return to the business.

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What is customer service?

Learn how to create loyal, happy customers by offering excellent service that meets their expectations.

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First impressions

Create an excellent first impression for every customer by considering your personal presentation and how you're representing your company.

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Attitude & motivation

Gain a greater awareness of your own attitude and motivation at work, and understand how you can project a positive attitude to every customer.

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Communication

Make every customer feel valued by being a great listener, interpreting their non-verbal signals and uncovering their needs.

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Engaging with the customer

Learn how to greet and connect with every customer who enters your business, and continue to engage with them so that you can find the best solution for their needs.

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Providing customer service over the phone

Understand what great customer service looks like over the phone and gain the skills you need to deliver this exceptional service.

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Resolving customer complaints

Confidently resolve customer complaints by applying the H.E.A.R technique: hear, empathise, ask and resolve.

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Add customised videos to demonstrate the customer service techniques in-situ. Scripted in partnership with key stakeholders and filmed in your environment, using your people.

CUSTOMER SERVICE PROGRAMME

Call centre

Customer service is more than face-to-face interactions when customers come into your business.

Email, text, social media, SMS - regardless of how your team communicates with your customers, their main aim must always be to provide exceptional customer service.

This programme will equip your team with the skills they need to provide outstanding customer service to develop loyal, happy customers who continue to support your business and share their positive experiences with others.

Who's it for?

TOPICS COVERED

Learning outcomes

Download outline

Front line staff.

Call centre staff.

Anyone who engages with customers.

The value of a customer.

Customer expectations.

Developing great customer relationships

Meeting the needs of a customer.

Developing great communication skills.

Answering calls.

Communicating via email, text or chat.

Projecting a positive attitude.

Delivering ‘stand out’ service.

Resolve customer complaints..

Setting boundaries..

After completing this programme, your team will be able to demonstrate the following behaviours with confidence:

Knows the value of a customer and treats them with respect.

Does their very best to meet their customer‘s needs by providing the right solution.

Is a great spoken and written communicator.

Chooses a positive attitude at work which shows in the way they react and respond to situations.

Shows they are ‘above the line’ by taking responsibility for their actions and not blaming others.

Is able to use the H.E.A.R technique (Hear, Empathise, Ask, Resolve) to successfully manage customer complaints.

Sets boundaries to manage customers whose behaviour is unacceptable.

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Understanding customer expectations

Provide exceptional service to every customer by learning how to understand and meet their needs and expectations.

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Being a great communicator

Offer fantastic call centre experiences by communicating clearly and positively with every customer.

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Having a winning attitude

Keep your attitude upbeat and positive during every customer interaction, even in challenging situations.

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Resolving customer complaints

Resolve customer complaints with confidence by applying the H.E.A.R technique—Hear, empathise, ask and resolve.

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