Customer Service Training Solutions

Humanising Customer Service

Programme length: 1 Day

This offers a dynamic approach to customer service that aims to re-humanize the connection between agent and customer. In an age of tightened processes and dry robotic scripts, the customer thirsts for a human touch to resolving their problems with a sense of understanding and compassion.

This programme reconnects the Customer Service Agent (CSA) with their own reasoning and emotional intelligence to better assess each situation and solve the customer’s problems with initiative, warm professionalism and integrity. The CSA will gain a deeper understanding of what makes the difference between merely processing the customer and truly cultivating the relationship and evolving it into something more appreciative.

Texts, emails, social media and various other applications that speed up and accurize our communications are remarkably effective. When there is a customer with a crisis, there becomes an emotional vacuum that digitized communication cannot fill. It is here that a professional CSA with initiative and adequate emotional intelligence can not only re-assure and ease the customer, but gather the details required to resolve their problem efficiently. This Human Touch has a growing need in our digitized age to offer an edge in proper customer service that solves and impresses the loyal patron.

Face-to-Face Customer Service Training

Programme length: 1 Day

This highly active customer service training programme has been specifically developed for those working in a face-to-face customer service environment such as retail store, garden centre, entertainment venue, airport, railway station etc.

By working in their own live retail environment this programme naturally becomes bespoke to each client. The content has been designed to include facilitated learning during the morning session enabling attendees to understand the latest in customer service techniques. During the afternoon, to bring the learning alive, attendees will go to the retail floor, following which, they will take part in an experiential learning exercise and observations within their own live environment. The programme combinates in a final debrief session held back in the training room. This programme is engaging, participative and extremely practical.

Telephone Customer Service (Using PhoneCoach)

Programme length: 1 Day

The positive, ‘can-do’ style workshop is lively, fast-paced and aims to deliver greater confidence when dealing with all types of customer situations on the telephone.

Developing personal skills requires practice; we therefore use Phone Coach Training Systems to make practical sessions more meaningful and effective. By allowing participants to listen to their own calls they find out how they ‘look’ to other callers, the impression they give, and what changes to make for the better. The programme is high energy and fun, as well as informative.

'Salt Cay' Experiential Customer Service Event

Programme length: 1 Day

The Salt Cay experiential one day event energetically explores key issues relating to customer service and challenges, in dealing with a range of different behaviours to provide a customer-first service.

The programme also explores how everyone in the organisation that deals with customers can maintain a positive approach to any customer transaction, including complaints handling and problem-solving, through ‘engaging’ fully with the customer.

Salt Cay involves a scenario where a group of holidaymakers has flown to the Caribbean Island of Salt Cay, only to learn they have no accommodation. The scenario detail is amazing, designed to mirror real life and the expectations of a broad range of different internal and external customers. Between the disappointed holidaymakers, hoteliers and the travel agent representatives, the participants must work out how they will maintain customer satisfaction and deliver what was promised.

This excellent learning activity comes complete with fun props including facilitators in holiday shirts and grass skirts.

Customer Journey Workshop

Programme length: 1.5 Days

This specialised and very effective approach to developing and enhancing customer service involves your people in two short workshops. The ‘Customer Journey Workshop’ and ‘Customer Service Skills Development Programme’.

The short half-day Customer Journey Workshop provides, for most people, a surprising insight into what needs to happen to Disappoint, Deliver or Delight customers when dealing with your organisation. These insights trigger ideas on how to ensure that there is a continuing and unswerving focus on delighting customers. Once the customer journey is unravelled and analysed participants agree on the skills and techniques needed to deliver great service by phone or face-to-face in the following Customer Service Skills Development Programme.

During the 1-day development programme the skills and techniques are woven with an understanding of human communication and behaviours. The involving and engaging programme gives participants the confidence and understanding to deliver consistently excellent service.

Complaints Handling & Assertiveness

Programme length: 1 Day

This one day programme develops assertiveness through an understanding of behaviour patterns and preferences, self-awareness and practice of behavioural skills. The purpose is to provide participants with more confidence to be assertive, rather than passive or aggressive, in a wide range of customer complaint related situations.

Empowered with the right tools, this programme will enable attendees to tell a customer or a colleague ‘no’, in situations where ‘no’ is the only answer in a confident, assertive and non-confrontational way.

This programme is for anyone working on the frontline with customers who may have complex issues and concerns. It is equally suitable for those who tend to be too forceful and aggressive as it is for those who are too submissive and passive.

Colours of Communication

Programme length: 1 Day

This exciting and informative communication skills programme centres on the RightTrack ‘Colour of Communication’ Profiling Tool and aims to increase individual’s awareness of their communication preferences and consider the impact this may have on others.

This one-day programme provides a deeper understanding of the importance of communication and an awareness of our personal communication traits, as well as an understanding of how we can respond better to other people’s communication styles.

The content also explores the impact of miscommunication on work-based relationships and how this miscommunication can give rise to conflict.

The programme is suitable for anyone who wants to improve their interpersonal communication skills to be more effective at work and to create and maintain stronger relationships with others within and outside of the organisation.

Customer Service Excellence

Programme length: 4 Days Modular

This flexible, modular customer service programme offers up to 4 x 1 day programmes for those who wish to fully develop customer-facing teams. The modules can be spread over a 3-6 month duration offering bespoke assignments between modules to actively support the transfer of learning into the workplace.

All modules are interactive, fun and focus on the latest thinking in providing confident customer care for those working face-to-face with customers or within a call centre environment.

Roleplay scenarios are bespoke to the client and where appropriate, used in conjunction with the PhoneCoach Telephone Training System which enables us to record and review as part of the development process.

• Module 1 – Customer Service Revolution: explores the customer journey and expectations, customer touch points within the service process. What are the customer service team good at/what do they need to improve
• Module 2 – Customer Kaleidoscope: exploring key communication techniques using the colour of communication profile tool and the diversity of customers
• Module 3 – Conversation not Communication: How to develop conversational dialogue. Questioning skills and Influencing skills
• Module 4 – Negotiating by Telephone: telephone etiquette. Foundation level negotiation skills