Customer Service Training

With globalisation, effective communication across cultures is paramount. Our Cross Cultural Service course equips your team with the cultural intelligence needed to navigate diverse business environments, ensuring positive interactions and fostering strong global relationships. Topics may include:

• Managing Customers Cultural Expectations
• Cultural Serotypes and Myths
• Cultural Values and Attitudes
• Developing Cultural Awareness
• The Successful Customer-led Company
• Managing Customer Expectations
• Managing Expectations By Personality
• Effective Cross-Cultural Communication Skills
• Benefits of Cross-Cultural Customer Service
• Managing Customer Complaints
• Dealing With Difficult Customers
• Assertive Communication
• Specific Countries Can Be Focussed On

Mastering communication and telephone etiquette is essential in today’s fast-paced business world. This Customer Care and Telephone Skills Course course focuses on honing these skills, transforming every phone call into a positive and efficient interaction that leaves a lasting impression. Topics may include:

• Creating Memorable ‘First Impressions’ When Opening The call
• Essential Telephone Etiquette
   – Opening: A Warm Welcome
   – Building Rapport
   – Asking Questions
   – Listening Skills
   – Closing: A Remembered Goodbye
   – Put On Hold: The Professional Way
   – The Transfer: Warm Transfer Or Cold Transfer?
   – Infusing Positivity In The Call

• Identifying Queries, Concerns, And Complaints
• How To Successfully Handle Customer Complaints
• Techniques For Handling Difficult Callers
• Designing A Professional Customer Service Charter
• Positive, Lasting, ‘Last Impressions’

Building and maintaining strong customer relationships are at the core of this training. Your team will learn the art of Customer Relationship Management, maximising customer lifetime value and contributing to the overall success of your business. Topics may include: 

• Customer Loyalty
• The Basics of CRM
• Building Relationships with Customers & Winning Business
• Achieving Sustainable Competitive Advantages
• Profiling Who Your Customers Are
• Assessing Your Own Customer Relationships
• Common Causes Of Failure & How To Avoid Them
• Keeping The Competition Out
• Key Account & Strategic Customer Relationships
• Importance Of Customer Service
• Measuring Customer Satisfaction
• Support Tools for Sales, Customer Relations and Support Staff
• E-Business Customer Service Solutions

Striving for excellence is a continuous journey. Our Customer Service Excellence course instils a customer-centric mindset throughout your organisation, fostering a culture where every team member is dedicated to delivering outstanding service consistently. Topics on this course may include: 

• What is Customer Service
• Emotional or Functional service
• Internal / External Service
• Hoe to Deliver Service Excellence
• What do Excellent Companies do
• Customer Service Institute 14 Key Standards
• Human vs. Business Service
• The Kano Model and Service
• Moments of Truth
• Telephone Service
• Email Service
• Complaint Handling

The course delves into how attitude affects customer service. Participants will explore the impact of positive attitudes on customer interactions and learn strategies to maintain professionalism and positivity even in challenging situations.

Different settings for service delivery are explored to offer comprehensive understanding. Whether it’s face-to-face interactions, phone support, or online communication channels, participants will gain insights into tailoring their approach to meet the unique needs of each setting.

Techniques to manage customer expectations are discussed in depth. Participants will learn how to effectively set and manage realistic expectations, ensuring transparency and minimising misunderstandings throughout the customer journey.

Advanced communication skills using NLP (Neuro-Linguistic Programming) and Transactional Analysis are taught to enhance interaction with customers. Through practical exercises and simulations, participants will develop the ability to communicate with empathy, influence, and persuasion, fostering stronger connections with customers.

Strategies for connecting emotionally with customers are emphasised. Participants will explore techniques for building rapport, demonstrating empathy, and understanding customer emotions, ultimately fostering trust and loyalty.

The course equips participants with techniques for handling angry and frustrated customers. Through role-playing scenarios and case studies, participants will learn de-escalation techniques, conflict resolution strategies, and effective ways to turn negative experiences into positive outcomes.

Effective ways to respond to complaints are addressed to ensure customer satisfaction. Participants will learn how to actively listen to customer feedback, acknowledge concerns, and take appropriate actions to resolve issues promptly and effectively, ultimately turning complaints into opportunities for service improvement.