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Giving good customer service isn’t enough these days. People expect – and deserve – excellent 5* service. If they don’t get it, they may go elsewhere – and generate negative publicity for your organisation.

This interactive, practical and engaging course is designed to help participants meet and exceed the expectations of their customers. Built around a practical workshop format, it will equip front-line service employees with the skills to delight customers through each interaction they have – by telephone, email or face-to-face.

Using the full range of learning interventions, from facilitated discussion to pairs/small group work – and lots of relevant demonstrations/role-plays/real-plays – the workshop enables participants to use valuable techniques for providing excellent customer service, handling difficult dissatisfied customers effectively and, where appropriate, identifying upsell opportunities along the way.

Learning objectives

By the end of the session participants will:

  • Appreciate the impact great service has on the business and recognise the contribution they are making
  • Learn how to greet a customer effectively, connect with them and create a positive impression
  • Recognise the importance of taking ownership for the customer’s experience
  • Have acquired techniques for dealing with different customer behaviours – including dissatisfied customers
  • Know how to end a customer interaction in a way that leaves the customer feeling they are in safe hands
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5* Customer Service

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Tailoring our design for you

This outline provides a great flavour of the skills and knowledge your people will benefit from by attending any Speak First training or coaching on this topic – whether standard, tailored or bespoke.

Here’s how Speak First can make the training even more relevant for you and your people:

Tailored Design

Tailored design develops existing content and enhances it with relevant case studies, role-plays and more to make the learning even more effective for your people

Bespoke Design

Working in partnership with you, we develop bespoke solutions that incorporate this, and other topics, to create custom solutions for your organisation’s specific needs

Sample Participant Journey

All our training and coaching can be booked as a one-off course or session where your people will leave with the confidence, tools and skills needed to put their learning into practice Many of our clients work with us to reinforce this learning, while following the 70:20:10 framework, with 1:1 coaching, virtual webinars and learning bites to embed the learning and make it sustainable Here’s a sample of how that journey could look for your people:

Participant needs identified
Line managers briefed on learning programme
Attend face-to-face training course
Workplace activities and line manager coaching
Participate in virtual webinar
Workplace activities and line manager coaching
Individual 1:1 telephone coaching
Follow-up activities and/or action learning

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