Customer care is not just about dealing with upset customers. It’s about creating a positive experience whenever dealing with them. But with customers now less tolerant and more demanding, it’s a huge challenge for us to meet these demands.

Do you sometimes hear your staff or customer service teams dealing with unhappy customers and cringe a little, wishing they had handled the situation better?

Customer service is vital to a company’s reputation. It’s not just a question of reacting to customers, it’s about understanding and defining what they really want – even when they’re not sure themselves.

Our excellent one day customer service excellence course will develop the outstanding customer service standards modern customers expect. You can sit back with the peace of mind knowing your delegates are treating customers with the very best of care. And you will have delivered professional and effective training, while barely touching the organisation’s training budget. And that can only be positive for your own reputation.

Customer Service in Business

Here we look at the benefits of being customer-centred. Focusing on how we perceive customers now in order to understand the importance of customers for the business.

Understanding Customer Needs

Service is a very personal thing, and our opinions about the service we receive are individual to us. To be in with any chance of succeeding, we at least need to know what our customers expect from us.

How We View Things

Understanding that everyone’s reality is different. Responding to the needs of our customers without letting our own emotions cloud our judgement.

Being Assertive

Focusing on how assertive we are and recognising that being assertive is the key to dealing with customer situations. Looking at five steps to assertiveness.

Three Key Communication Skills:

Rapport – Identifying how to build and maintain it.

Active Listening – What are the barriers? How do we overcome them? Testing our ability with a fun exercise.

Effective Questioning – Moving away from Open/Closed and looking at four key questioning methods.

Voice and Language – Looking at ways to improve our tone of voice over the phone.

Words and Recognition – Identifying ‘Negative’ statements we use and hear day-to-day and reframing them.

Different Types of Customer – A chance to look within ourselves and examine our behaviour with customers and adapt it to improve communications.

Meeting Customer Needs – Using the three steps to recommendation.

Not Another Complaint – Examining the reasoning behind complaints through discussion activities.

Measuring Customer Service – Using a clear development tool to measure current standards of customer service and identifying areas for improvement. This tool is also provided in a format that can be taken back to the workplace for further customer service measuring and improvements.

My Customer Service Brand – Establishing what level of service each individual would like to offer and what they would like customers to say about them followed by actions to make this happen.

The Customer Service Journey – Detailing the customer’s journey within each participants organisation and identifying touchpoints where service can be improved, altered or adapted. The key challenge here being ‘how are you going to do that?’

My Customer Service Brand – Establishing what level of service each individual would like to offer and what they would like customers to say about them followed by actions to make this happen.

The Customer Service Journey – Detailing the customer’s journey within each participants organisation and identifying touchpoints where service can be improved, altered or adapted. The key challenge here being ‘how are you going to do that?’

Managing Customer Expectations – Understanding customer service expectation levels and focusing on the five key areas of customer service; Reliability, Assurance, Tangibles, Empathy and Response.

The Importance of Customer Care – Examining why customer care is important for businesses and the effects of poor customer care.

What’s in it for me? – Here we look at why customer care should be important for the individual and what poor customer care makes them feel like.

Customer Perception – How do customers perceive the ‘brand’ of the business?

Your Customer Brand – Exploring the participants own ‘customer brand’ and the fact that ‘people buy people’. How they are currently perceived by customers and what they can do to change this.

Transactional Vs Relational – What type of service a customer expects from us and how to change from transactional to relational service.

Little things make a big difference – Helping participants to realise that the smallest thing can affect a customer’s experience. Identifying what ‘little things’ irritate them as customers and changing these behaviours.

Spotting the GAPs – What participants can do to improve their current levels of service and how to keep this consistent.

A Mind Map of Effective Customer Care – Consolidating their learning in a fun way.

Developing Your Customer Values – What are the values participants should live by in the customer environment. Participants come up with their own values and commit to them.