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CUSTOMER SERVICE TRAINING

//CUSTOMER SERVICE TRAINING
CUSTOMER SERVICE TRAINING2018-10-17T11:52:41+00:00

Customer TrainingOur suite of customer service training interventions ensure that individuals and teams are equipped with all the necessary best practices, skills and behaviours to deliver a first-class service level experience, whilst increasing customer satisfaction, loyalty and retention.

Customer Training

Our suite of customer service training interventions ensure that individuals and teams are equipped with all the necessary best practices, skills and behaviours to deliver a first-class service level experience, whilst increasing customer satisfaction, loyalty and retention.

Recognising the Importance of the Great Customer Experience

Perfect for individuals who interact with both internal and external customers where the use of telephone and email communication is high, delegates will gain insight into what is expected of any customer service professional and the importance of maintaining a professional approach to consistently deliver exceptional levels of customer care.

We will explore how to manage and exceed customers’ expectations through highly effective communication that empathetically defuse even the most ‘challenging’ situations and always achieve positively memorable outcomes.

Customer ExperienceCustomer Experience
Key Areas of the Programme

Ideal for front-line staff in direct contact with either internal or external customers and required to manage a range of expectations, our programmes focus on how to deliver a consistent quality service by changing the way you think about customer service and adapting your behaviour to match the situation.

Whilst we design and customise every programme to match your specific organisational and business needs, your bespoke customer service training programme may focus on:

  • Exploring what ‘customer excellence’ really looks like
  • Knowing your values and differentiators in the market place
  • Understanding your impact on the customer experience
  • Projecting a positive ‘brand’ experience
  • The psychology behind optimising rapport
  • Positive communication patterns in verbal and non-verbal language

  • Identifying the customer-centric focus

  • Discovering what your customers want and putting their needs first

  • Getting it right first time and / or resolution and recovery tactics
  • ‘Cause and effect’ questioning and using information productively
  • Demonstrating real empathy
  • Exploring options and alternatives
  • Managing and diffusing complaints, conflict and difficult situations without escalation
  • Turning complaints into opportunities
  • Positive relationships and creating credibility in times of recovery

Happy Clients

“Excellent – as previous Optimality course – well worth 2 days out of the office.

Makes you start to think about ways you can work to improve Customer Experience, assist in conflict resolution and how to be assertive without appearing aggressive/overpowering which in turn will help to build rapport and retain customers.”

Management Systems Coordinator, Vital Energi

“We have been delighted with the way Optimality worked to rapidly understand our business and business issues, formulated a bespoke training plan and deliver it with an exceptionally high quality of classroom sessions, group discussions, team exercises and ‘best practice’ examples.

Not only did every participant learn many new skills and techniques to help them on a daily basis, but thoroughly enjoyed themselves at the same time!

While we have only just completed the programme the difference is already apparent; in particular, the quality and style of communication with our customers is markedly improved. It’s certainly demonstrated that small changes can make a big difference. In addition, it’s helped us identify what we do best and what our customers expect of us.

This will clearly help us focus on our core competencies, how we can measure our performance in these areas and, of course, how we can improve.”

CEO, FluidX
“Superb!! I love what I’ve learnt as an individual and about my team. Credible, informative, great fun, engaging, eye-opening, confidence-building and really good for team building – thank you”.
Customer Care Team Leader, CACI

“Sarah came into our company as we were looking to improve the customer experience and from the outset she was keen to absorb as much as she possibly could to enable her to understand the company vision and objectives.

The training materials were of a very high quality and Sarah’s passion and consultative approach ensured every individual became involved and left feeling excited and really believing they could make a difference.

The feedback from each team member was extremely positive and the call quality improved dramatically, as did the very nature of the team. I would not hesitate to use Sarah and would heartily recommend Optimality to any company.”

Head of Customer Experience & Training, Better Bathrooms
BROOKS
“An excellent, well prepared and executed training session for our Internal and Support Teams; well received and already providing the results we had hoped.

A great way to make a cohesive team and reinforce our company culture, goals and ethics.”

VP & General Manager, Brooks

Happy Clients

“Excellent – as previous Optimality course – well worth 2 days out of the office.

Makes you start to think about ways you can work to improve Customer Experience, assist in conflict resolution and how to be assertive without appearing aggressive/overpowering which in turn will help to build rapport and retain customers.”

Management Systems Coordinator, Vital Energi

“We have been delighted with the way Optimality worked to rapidly understand our business and business issues, formulated a bespoke training plan and deliver it with an exceptionally high quality of classroom sessions, group discussions, team exercises and ‘best practice’ examples.

Not only did every participant learn many new skills and techniques to help them on a daily basis, but thoroughly enjoyed themselves at the same time!

While we have only just completed the programme the difference is already apparent; in particular, the quality and style of communication with our customers is markedly improved. It’s certainly demonstrated that small changes can make a big difference. In addition, it’s helped us identify what we do best and what our customers expect of us.

This will clearly help us focus on our core competencies, how we can measure our performance in these areas and, of course, how we can improve.”

CEO, FluidX
“Superb!! I love what I’ve learnt as an individual and about my team. Credible, informative, great fun, engaging, eye-opening, confidence-building and really good for team building – thank you”.
Customer Care Team Leader, CACI

“Sarah came into our company as we were looking to improve the customer experience and from the outset she was keen to absorb as much as she possibly could to enable her to understand the company vision and objectives.

The training materials were of a very high quality and Sarah’s passion and consultative approach ensured every individual became involved and left feeling excited and really believing they could make a difference.

The feedback from each team member was extremely positive and the call quality improved dramatically, as did the very nature of the team. I would not hesitate to use Sarah and would heartily recommend Optimality to any company.”

Head of Customer Experience & Training, Better Bathrooms
BROOKS
“An excellent, well prepared and executed training session for our Internal and Support Teams; well received and already providing the results we had hoped.

A great way to make a cohesive team and reinforce our company culture, goals and ethics.”

VP & General Manager, Brooks

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