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Below are our Customer Service programmes. Please contact us for more specific information on these programmes and also for tailoring them to your needs.
Magnificent Client Service
Who This Programme Is For
Anyone who works in a Service Provider role dealing with customers or clients.
Key Learning Outcomes
- The importance of a positive attitude
- The difference between mediocre and magnificent customer service
- Understanding ourselves
- The fundamentals of relationship and rapport building
- Uncovering the “real” client needs
- The keys to personal effectiveness – doing more with less
- How to say “no” in a positive way
Included Modules
- Providing excellence in client service
- Understanding ourselves and others (HBDI™ Psychometric Instrument)
- What they say may not be what they mean
- The keys of “Eating Frogs”
- The art of negotiation
- The power of assertiveness
- Turning ideas into actions
- Walking your talk
These programmes can be delivered over a number of short (1-3 hour) sessions, or combined as a 2-day programme. Ideally the programme would also include the HBDI™ Psychometric Instrument.
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Customer Service Bronze Level
Who This Programme Is For
Anyone who wishes to gain a comprehensive understanding of the critical success factors of truly effective customer service.
Key Learning Outcomes
- What customer service is in relation to the service delivery standards of your business
- The 4 Core Actions of customer service
- Attitude
- Being Present with people
- Make their day
- Creating the appropriate environment
- How to manage customer diversity
- The importance and the principles of a team-based approach
- The relationship between the three main components of customer satisfaction i.e. Product, Service and Attitude
- How to utilise the relationship management continuum and the
- win-win model
- Basic body language skills and personal space management
- The importance of voice management
- Who your customers are and the difference between customer service for internal and external customers
- The three critical success factors in building effective relationships
- How stress affects customer service and 7 actions to reduce stress in the workplace
- 10 principles of dealing with irate people
Included Modules
- What is a Customer?
- What are the six key components of the “Customers First” philosophy?
- What is Customer Service?
- Paradigms, what are they?
- Cognitive Diversity Changing Mental Modes by expanding our Circle of Influence
- Body Language
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Customer Service Silver Level
Who This Programme Is For
Anyone who wishes to gain a comprehensive understanding of the critical success factors of truly effective customer service.
Key Learning Outcomes
- Understand how to evolve from non-trusting to trusting relationships
- Understand how human beings develop their value system
- Understand how to manage customer expectations
- Create a personal “Customers First” service charter
- Look at their typical communication style as seen by those around them via a self-evaluation questionnaire
- Understand the importance of, and vision in, a customer service environment
- Understand the principles of Team-based customer service
- Be introduced to the concepts of continuous improvement
- Understand a dynamic Conflict resolution system
- Explore the concepts of perceptions versus reality
- Consider the impact of stereotyping and discrimination and how it impacts on customer service
- Review the impacts of stress in the workplace and the "hostage client" scenario
Included Modules
- Introductions
- Review
- What's My Style?
- Expectations
- Pacing
- Blind Polygon
- Stereotypes and discrimination
- What Conflict?!
- Resolving Conflict
- Stress can be fun
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Customer Service Gold Level
Who This Programme Is For
Anyone who wishes to gain a comprehensive understanding of the critical success factors of truly effective customer service.
Key Learning Outcomes
- Understand how to create relationship based transactions, not transaction based relationships
- Explore the concepts of personal excellence
- Understand the concepts of Meta positioning and the application of predicates as a means of improving influence
- Understand how we sense, as well as hear, language
- Discover how to use sub-modalities
- Learn how to develop language strategies
- Learn how our values link to our behaviors
- Learn how to convert organisational values into behaviors that improve corporate image and customer service
- Understand the principles of human identity and the six levels of existence
- Understand how to become an Influence Ambassador through coaching and mentoring
- Be accountable for self determining customer service
- Understand the motivation cycle
Included Modules
- The story so far
- The study of excellence
- Meta Positioning
- Values and behaviors
- Three habits
- Organisational Values as a service tool
- Levels of Existence
- Walk the Talk
- Become an Influence Ambassador
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Terrific Telephone Skills
Who This Programme Is For
Staff engaged mainly in a telephone environment who want to achieve outstanding service via the application of professional communication and service protocols.
Key Learning Outcomes
- To provide participants with skills that enable them to deal effectively with customers/callers in a telephone environment
- To provide participants with fundamental negotiation and communication skills
- An understanding of perception versus reality in the customer's "world"
- An understanding of "what is a customer?"
- Telephone answering etiquette and adopting a "how to stand out from the crowd" attitude
- Core competencies in communication skills
- An understanding of Customer Service skills
- Basic problem solving skills
- Questioning skills
- An understanding of needs based solution orientated service
- "How to skills" in relation to recording information
- The importance of attitude and choosing your behavior
- On the job application of skills
Included Modules
- Pre-call preparation
- Welcoming the caller
- Questioning skills
- Dealing with the primary emotional responses
- Summarising
- Gaining commitment
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