Customer Service Training

Good relationships with your customers can improve your business edge. It is a key strategy for securing your market position - building market share through winning and maintaining the loyalty of customers.

We have all experienced situations when we speak to a particular individual who makes us feel special and valued. This is not something that 'just happens'. The person we have spoken to has quickly assessed our mood, our requirements, and has related to our communication style.

Customers often make decisions based on the service given, and their relationship with the service provider. Excellent customer service skills can make that difference. Remember: if we have a good experience we are likely to tell four people about it, whereas if we have a bad experience, we'll tell twenty!

Customer service training helps staff develop their customer service skills for both internal and external customers. Providing a high level of care and professionalism to make people feel good about doing business with us is a fundamental part of customer service. Customer service training can help you identify who your customer is and develop the customer service skills required to maintain high customer service standards.

Whether you speak to your customers face to face or on the telephone, our customer service training programmes provide an interactive and fun environment, and deliver the results you want from your staff. They are delivered using Classic Classroom training or our unique Phone Delivered Training™(PDT™) - or a blend of both depending on your needs!

Our Customer Service Training Programmes:

More Customer Service Training tips:

Handling Difficult Calls

We have all had our share of difficult phone calls at work, especially the calls from people who are angry or distressed and are holding us responsible for their feelings. Often it doesn't matter whether we are ‘to blame' or not, the call is still difficult. Read more>>

Managing High Risk Moments of Truth

Your relationship with your customer is at its highest risk, and highest potential return, during an emotional ‘moment of truth'. It could be a reaction to something intrinsic to your business relationship e.g. the phone they bought from you has been stolen or the holiday they want to book with you is a honeymoon, or it could be something completely unrelated, e.g. they have a new job. Read more>>

Break the Customer Service Rules

What happens if you buy a kettle that turns out not to be what you wanted and the shop assistant tells you it would be ‘illegal' for the shop to take it back. Well, the shop in question should really look at how to break the customer service rules.

Read more>>