Excellent customer service can spark a renaissance in a flailing business. The secret sauce of keeping customers for life... EMPATHY. Discover how to care for your clients, while maximising your ROI. Learn to follow in the footsteps of your customers as they travel through all the stages of the buyer’s journey.
Discover and overcome the blind spots that trap your business in a poor performance cycle and learn all about what makes a good customer service strategy.
If you are losing clients faster than you are gaining them; if your business is not where you want it to be; if you are bleeding talent you have taken the time to cultivate – now is the moment to take charge of the situation.
Without even realising it, you might be sabotaging your own business success. I offer both online and face to face customer care training workshops designed to be highly interactive and agile – more of an immersive experience than your typical customer service training. I will help you unpick the mystery of how to hold on to existing customers and engage with new prospects. Through integrated, practical sessions with key stakeholders and whole teams, I take a deep-dive into every touchpoint in the customer journey that might cause frustration – from the way your phones are answered to how your website performs.
Empower your business with a deep understanding of your customer’s mindset, behaviours, and preferences – one touch point at a time.
The need to train and develop staff in customer service, is a vital facet of any business who interact with customers daily. Your team represent your brand, and this can be readily enhanced or tarnished by positive or negative customer service interactions.
The need to find alternative ways to continue to develop teams in the customer service functions has led us to embrace new and novel training delivery methods using the latest technologies. My “virtual coaching” offering has enabled me to fulfil a “business as usual” mindset as I continue to offer a full complement of services that include online customer service training.
My online courses are based on a structured and interactive programme of work usually delivered to a team of people using video conferencing. These can be developed into more bespoke 1-2-1 sessions if requested.
These online customer service courses are designed to enhance the customer service experience, I feel that if I can achieve this with my trainees then this will inspire them to pass it on to their customers. My online courses aim to equip those who work in the customer service industry with the information and skills needed to go above and beyond the customer service experience they can provide.
All businesses, whether they operate face-to-face, over the phone or online, must strive to give their customers the best experience they can to maintain relationships, status, and success.
Once again, the answer is simple… “everyone in your business from the business owner to the office junior!” The key though is to ensure that different elements are included depending on the level, type, and scope of customer interaction.
For example, with staff dedicated to providing technical support, their customer skills training needs to reflect and be packaged to include a high degree of product or service knowledge. For more generalist customer service call handlers, a more rudimentary programme of work will be required which is discussed in greater detail below.
Some of the basic building blocks of customer service training are included below:
These are by no means exhaustive and are tailored to meet the individual needs of the business owner
The key components of these skills which are universally applicable across many business disciplines involve:
Use them to enhance the training you provide your call handlers, in order that they can better meet the needs of your customers. Here are 5 simple steps to implement before they join the team…
Customer service training improves the person-to-person connection which is required to gain loyal customers. Experienced customer service staff must thoroughly understand their potential customers’ wants and needs and simultaneously effectively communicate the benefits of the products and services their business is offering. Getting this perfect balance is critical to providing a positive customer service experience and a central return to on any investment into this type of training.
Other reasons for investing in this area will include customer retention, improved communication, brand consistency, retention of top talent, awareness and understanding of the need for better administrative skills.
Customer service training is an integral part of any telesales activity. It is also the foundations of any customer interaction, if you can get the basics right then the harder aspects of the client interaction can become easier to manage.
Here are 5 quick tips that should form the bedrock of any customer service-based telesales training course and create mutual benefits for all parties concerned:
The ideal choice to enable businesses to maximise the potential of their telesales staff.Find out more