“89% of customers say they would return after a positive customer service interaction. ”
- Salesforce Research
The What & The Why
Customer service is an emotional business – for both customers and employees. This course shines a spotlight on the range of emotions at play: impatience, irritation, frustration…as well as delight, relief and excitement.
This course will help your employees to:
Understand the customer journey and the emotional ‘hotspots’
Develop empathy and understanding of customers and their needs
Read the customer accurately, right from the first impression
Manage the interaction, in order to deliver the right experience
Connect with the customer at a ‘human’ level
We bring the reality of the customer experience into the classroom – using film to capture typical customer-employee interactions. To bring to life examples of great (and not-so-great) customer service in action, we script and produce a series of short films, inspired by real workplace scenarios. These engaging videos are bespoke to your organisation, and are made to reflect your employees’ reality.
The films complement the training course by:
Provoking lively debate and discussion in the classroom
Creating numerous ‘Aha!’ moments, which ultimately increase self-awareness and levels of emotional intelligence
Providing a ‘window into the world’ of the customer
Inspiring people to see themselves as an integral part of the customer experience
Staying in the memories of participants, long after the course.
This is not just another customer service training course. This is training that really gets under the skin of an organisation – training that creates emotional impact, and drives long-lasting behaviour change.
"Love the videos! Feel each of our hospitality employees should see these as well as all new hires."
- White & Case Office Manager
"Really enjoyed the videos and discussing how our emotion can impact not just the call but the customer’s entire day "
- First Bus Contact Centre Advisor
"Videos are amazing! Watching the same video and dissecting it from different perspectives was very useful."
- White & Case Receptionist
"I loved the materials for the course. The videos are amazing, great that it was filmed here at our Contact Centre"
- First Bus Contact Centre Advisor
Introducing Customer Service & Customer Experience
Defining customer ‘service’ and customer’ experience – what they are; why they matter
Understand the value of customer experience and the role you play in delivering it.
Develop a picture of the wider business, and your place within it
Appreciate the importance of showing up to work as a customer service professional
The Core Qualities of Customer Service
Develop the key skills that all customer service professionals need
Understand how to bridge the gap between empathy and resilience
Be equipped with the confidence, skills and techniques for delivering great customer service
Customer Journey Connections
Explore the touchpoints along the customer journey that you can influence
Understand the emotional hotspots for the both the customer and the employee
Understanding the Customer
Build understanding of (and empathy for) your customers
Develop greater awareness of customer behaviours, needs and priorities
Managing the Reaction
Be better equipped to ‘read’ your customers and manage the way you interact with them
Feel more confident about dealing with potentially challenging customers
Be able to communicate more appropriately and compassionately with customers
Customer Experience & YOU
Understand the importance of your role in attracting and retaining customers
Appreciate the benefits to you of delivering good customer experience
The Big Five Leader
Get to grips with the gold standard of personality models - the Big Five. Learn to manage yourself and your team with greater insight and (emotional) intelligence