Course Outline · 2 Days
vision, energy & passion to serve
Frontline customer service representatives, hospitality teams, retail staff, client care specialists, account managers, and customer-facing professionals across all industries.
Always putting your customer at the centre of your business creates a service-driven culture. The best and most successful businesses clearly understand this fact. This two-day customer service training course will motivate participants to become more customer-focused and passionate about delivering outstanding service by understanding the logical and emotional motivations of a customer to buy or continue using a service. Participants will learn how to become flexible communicators who engage better with customers, portraying energy, commitment, and ownership in each customer interaction. This two-day programme will energise your staff to deliver world-class service that leaves customers with a lasting positive impression.
At a glance
- Duration — 2 Days
- Who it’s for — Frontline customer service representatives, hospitality teams, retail staff, client care specialists, account managers, and customer-facing professionals across all industries.
- Delivery — Interactive, in-person and hands-on
Delivery methods
- Self-discovery and critique
- Group exploration and facilitator-led discussions
- Practical customer experience & rapport exercises
- Game-based learning
- Best practice customer-centricity theory exploration
- Discover the attitude, skills, and knowledge needed to be a successful customer service representative.
- Explain the importance of measuring and benchmarking service quality, as well as the commercial value of a lost customer.
- Realign thinking about customer complaints and understand the genuine opportunities in challenging customer situations.
- Understand what true customer loyalty is and the critical role of frontline staff in ensuring a memorable customer experience.
- Understand the concept of “plus ones” and the value of exceeding customer expectations in each customer interaction.
What Do Customers Want?
- What customers truly want
- Logic vs. Emotion in customer decision-making
- Winning customers' hearts and minds
- Customers want CASH (Certainty, Acknowledgement, Solutions, Honesty)
This Thing Called “Loyalty”
- Defining a lifetime customer
- The core drivers of customer loyalty
- Keeping customers loyal and delivering “plus ones”
- Why customers leave and the true cost of losing a customer
Measuring Customer Satisfaction
- The critical importance of customer feedback
- Methods of collecting actionable customer feedback
- What is NPS (Net Promoter Score)?
- Rate my NPS practical team activity
Having the Right Skills and Attitude
- Attitude, Skills, and Knowledge (ASK)
- Cultivating the right service mentality
- Rapport = Results
- Practical strategies for building instant rapport
Value of a Complaint
- A complaint is a gift
- Ground rules for receiving and handling a complaint
- Avoiding customer hot buttons and forbidden language
Customer Service Techniques
- Seven diffusing techniques for tense situations
- Graceful disengaging techniques
- Providing a face-saving exit for the customer
- Empowering customers through collaborative solutions
Competitive review game – An exciting review challenge (PowerPoint Game) to end your training on a high note!
Tell us your team size, dates and objectives and we’ll tailor the delivery to your business.