Helping your people deliver GREAT customer service

GREAT customer service

The main programme

A unique one-day programme – ‘virtual’ or ‘classroom’

Our ‘flagship’ one-day programme is firmly rooted in emotional intelligence, focused on helping your people build the emotional connections that we all know customers want, making them feel listened to, reassured and valued.

The GREAT modules

The half-day masterclass (‘GREAT skills’) is an optional follow-up to ‘GREAT customer service’. The others are all stand-alone modules:

GREAT skills – The customer service ‘masterclass’

A half-day session (face-to-face or virtual)

 

Practice makes permanent; practice only makes perfect if your people are practising the right things.

Research shows that we quickly forget learning if we make no attempt to practise and retain it. This masterclass gives your people the opportunity to revisit, refresh and refine their GREAT customer service skills so that they can consolidate what they have learned so far, practise what good looks like and build greater proficiency in having GREAT customer interactions.

GREAT complaints – How to resolve a complaint

A half-day session (face-to-face) or 90 minutes (virtual)

 

A complaint is a gift… if it’s properly unwrapped.

It might be that when your people hear the words, ‘I want to complain’, then their hearts sink and they become defensive. Unfortunately, this can make the situation worse for the customer and break their trust in your organisation. But what if your people welcomed complaints and saw them as an opportunity to deliver a GREAT experience and strengthen their customer’s loyalty to your organisation?

This session will help your people to see complaints through a new lens and create a loyalty-enhancing experience for your customers.

GREAT diplomacy – How to reduce the heat in a challenging conversation

A half-day session (face-to-face) or 90 minutes (virtual)

 

Sometimes customer conversations can get heated. It might be that the customer is upset, angry or disappointed. Or it might be that we inadvertently make it worse through the innate human response of fight or flight, the wrong choice of words or mismatched energy. And it may very easily be both!

But if we can make it worse, we can also make it better.

This session will help your people to make better choices when the conversation gets heated, helping to reduce the customer’s emotion and making it easier to collaborate with them to find a solution.

GREAT empathy – How to challenge with empathy

A half-day session (face-to-face) or 90 minutes (virtual)

 

There are times when your people need to challenge their customer.

Not in a rude or disrespectful way, obviously, but in a way that helps the customer see a situation in a different light.

This session will help your people to challenge with tact and with empathy, protecting the relationship with their customer.

GREAT hand-overs – How to seamlessly hand over your customer

A half-day session (face-to-face) or 90 minutes (virtual)

 

Customers want service that is easy and effortless.

But very often we have to hand our customers over to another colleague or a different department. And that’s often where the customer can fall through the cracks and trust is broken.

This session will help your people to hand their customer over in a seamless way, maintaining a trust-building experience.

GREAT money talk – How to be confident discussing money with customers

A half-day session (face-to-face) or 90 minutes (virtual)

 

They say that money talks, but we often don’t like to talk about money!

Money conversations with customers can feel uncomfortable, whether you are talking about price in a sale or compensation in a complaint.

This session will help make participants comfortable and confident having money conversations with customers.

GREAT phone calls – How to have GREAT customer conversations over the telephone

A half-day session (face-to-face) or 90 minutes (virtual)

 

Despite the many ways of contacting companies digitally, telephone support is still the go-to choice for many customers.

With easy service, fast resolution and direct contact with a human being a priority for many, it’s no surprise that 62% of customers still prefer to call an organisation.

This session explores the specific skills that can make, rather than break, a telephone-based interaction.

GREAT resilience – How to be buoyant in customer service

A half-day session (face-to-face) or 90 minutes (virtual)

 

If your people speak with lots of customers every day, the chances are there are times when they face a few ‘No’s’, or perhaps some complaints or challenges.

Over time, their resilience can be eroded, diminishing positivity, performance and the service they provide.

Buoyancy is being able to stay afloat, enabling your people to give GREAT service, regardless of the outcome of the previous customer interaction.

GREAT sales talk – How to unlock sales through service

A half-day session (face-to-face) or 90 minutes (virtual)

 

Many people view sales and customer service as different skills and different roles.

Whilst there are distinctions, simply ‘dialling up’ the core GREAT customer service skills can lead to a value-added, solution-focused conversation with the customer.

This session will help your customer service team to unlock sales opportunities in their interactions with customers.

GREAT writing – How to write engaging customer communications

A half-day session (face-to-face) or 90 minutes (virtual)

 

It’s easy to slip into auto-pilot, writing stock responses to customers in formal, emotionless language. Yet customers want to know that organisations understand them and value them.

This session explains how to write engaging and high-impact communications that leave a positive and lasting impression on the customer, building trust and creating advocacy through the written word, whether that be by letter, email or chat.

Coaching skills

To complement the training, or on a stand-alone basis, here’s a great one-day programme for your managers and team leaders to help them develop their teams’ delivery of GREAT customer service:

Coaching for GREAT customer service

A one-day programme

 

Organisations delivering best-in-class for customer service have one thing in common – they’ve left ‘structured’ coaching behind and have adopted an ‘integrated’ coaching approach instead. Rather than finding an hour a week to review or observe customer interactions and give feedback (which can be seen as corrective, disconnected and ‘processy’), they weave coaching into their daily conversations with their people. Instead of coaching being ‘another thing managers have to do’, it’s become a mindset and a way of ‘being’ as a manager.

Research by Harvard Business Review shows that the most effective managers spend 75% of their coaching time ‘in the moment’ with their people and that this leads to double-digit improvement in team performance. Would that make a difference to your levels of customer service?

Delivered face-to-face or virtual.

Specialist programmes

The following programmes can be delivered ‘off-the-shelf’ or you can take the outline simply as a starting point for a conversation with the specialist trainer and they can develop a more tailored version for you.

Challenging client conversations

A one-day workshop

 

Sometimes, if you’re working on a project for a client, you need to deliver bad news. If it’s a high value project, this can be quite a challenge. You need to be prepared. This programme will help.

Delivered virtually or face-to-face. Optional use of actors.

Customer engagement

A one-day workshop

 

Step back for a moment.

Does your typical customer’s buying journey with you make for a  compelling brand experience? Do they feel connected with you? Or that you are connected with them?

If not, perhaps you’ve got some work to do. This workshop could be a good starting point.

Best delivered face-to-face but could be virtual if you prefer.

Helping people buy

A one-day workshop

 

It’s increasingly difficult to separate customer service from selling. Not that you’d want to. But some customer service staff find it difficult to cross what they see as the line.

This highly participative one-day workshop helps them by re-positioning the challenge.

Delivered virtually or face-to-face.

Reception perfection!

A one-day programme – and an open course

 

The often-used phrase, ‘just the receptionist’, completely misrepresents the role. An excellent receptionist is a most valuable resource for any organisation.

This popular programme covers all the essential skills necessary to represent the organisation to the best possible effect.

Best delivered face-to-face.

Understanding your customers

A one-day programme

 

We talk a bit about personality types in the ‘GREAT customer service’ programme but if you want a deeper dive, then this one-day programme is ideal.

Delivered face-to-face or virtual.

From our colleagues…

Our sister companies have a wide range of programmes that might interest you. Here’s a small sample:

Coaching moments

A two-hour virtual session or  half-day face-to-face

 

It shouldn’t really be too difficult to have better conversations every day – should it?

In practice, it’s not as simple as it seems. But what stops us? And what would start us?

This short, but not too sharp, session is designed to inspire managers to ‘just try it’!

Coaching skills deep dives

Five one-hour virtual sessions

 

If you use the ‘Coaching moments’ session as a quick dip, then follow up with the deep dives for the full immersion experience!

These sessions expand on how to get the most out of the coaching moment and how to develop and use each of the four key skills.

Coaching skills for line managers

Available as a full-day session, half-day, bite-sized or virtual

 

One of our most popular ‘modules’.

Managers leave this programme with lots of tools and techniques they can use immediately – together with increased confidence in their ability to develop people effectively.

There’s even a learning reinforcement app to go with it.

Dealing with change

Available as a full-day session, half-day, bite-sized or virtual

 

Change happens! It’s pointless trying to ignore it or resist it – neither of these is an effective strategy for making your life easier or furthering your career.

We all need to embrace change positively. But that’s easier said than done. This workshop will help. It’s an opportunity to understand how we’re all affected by change in different ways.

You’ll leave the session with practical tools and techniques that enable you to embrace change in a way that promotes and sustains success, both organisationally and personally.

Emotional intelligence

Available as a full-day session, half-day, bite-sized or virtual

 

Another one of our popular ‘modules’.

  • Get to grips with the different elements of emotional intelligence and appreciate their importance
  • Identify your own emotional intelligence ‘blind spots’
  • Learn how to use emotional intelligence to bring out the best in others
  • Be able to cope with disappointments, challenges and obstacles more effectively
  • Know how to demonstrate empathy in a wide range of situations
  • Discover how to ‘read’ the ‘silent messages’ other people send out and know what they’re really saying
  • Find out how to give emotionally intelligent feedback that people can take on board more easily

Again, there’s a learning reinforcement app to go with it.

Management essentials

Available as a full-day session, half-day, bite-sized or virtual

 

The most common reason for leaving a job is dissatisfaction with one’s manager.

This practical workshop explores ideal manager behaviours, helping you get the most out of your team by giving clear direction, coaching, cheerleading and delegating effectively.

This is an opportunity to explore management dilemmas and hone your managerial abilities – and to ensure that you’re not the manager everyone wants to get away from!

Stress, resilience and mental toughness

Available as a full-day session, half-day, bite-sized or virtual

 

How to develop true grit!

We all need to be able to manage different stresses and pressures if we are to think clearly, make the right decisions and avoid unnecessary stress and worry.

This workshop explores the best way of doing that, giving you a range of strategies to use, based on a number of proven models and approaches. It will help you understand your stress and pressure points, develop your resilience and move towards mental toughness and ‘grit’.

Sales and business development

Expert sales training, in various formats

 

Nearly 40 programmes, available ‘off-the-shelf’ or ‘tailored’ or, if they don’t suit, one of our specialist sales trainers can design something for you on a ‘fully bespoke’ basis.

Delivered face-to-face or virtual.

Team member to team leader

Available as a full-day session, half-day, bite-sized or virtual

 

Managing people can be the best job in the world, or the worst. No-one tells you what it’s like until you find out for yourself. ‘You’ll be fine’ is all you may get.

This programme is your opportunity to find out in advance what you might be letting yourself in for and whether it’s right for you – whether at this stage in your career, a bit later, or perhaps never. This can save you and your organisation time, effort and heartache.

It’s a very practical programme which will boost your confidence in managing people and help make the learning curve a little less steep as you transition from team member to team leader. It will help you develop the skills you will need for the rest of your career – it might well be the most useful programme you ever attend!

Can’t see what you’re looking for? Give us a call on 01582 463464 and put us to the test – we’re here to help!

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