Take your customers on a journey
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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.

Which industry sectors make good candidates for Customer Service Skills Training?

• Insurance Brokers
• Solicitors
• Accountants
• Surveyors
• Receptionists and front-of-house staff
• Call centre workers
• Online support staff
• Recruitment Agencies
• Front-line sales and customer service staff

Online Customer Service Training

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.

What are the 4 most important things about customer service?

1. Making it personal… the human touch is the vital ingredient of good customer service. Interacting with the customer in a tailored way greatly improves your customer service offering and you and your customers know that your company cares about them and their problems.
2. Make sure your staff are competent… recent surveys suggest that the customer service experience revolves around the competent staff who have a detailed understanding of their products and services and the capacity to resolve the customer’s problems. The greater the knowledge the greater the competence, hence the need for regular training.
3. Conveniently contactable… customers need to be able to get in touch with a customer service representative through whatever channel is the most convenient for them. With the plethora of different channels available in the digital age, it is important that you sound out your customers and determine the most popular and preferred lines of communication.
4. Be proactive… no one likes surprises and customers want companies to be proactive in reaching out to them. If there are delays with orders, problems with products or service-related setbacks, the quicker the customer hears about this the better. They may not be happy about the situation, but they will be thankful that you kept them in the loop.

How do you train Customer Service online?

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.

Who needs to be trained in Customer Service?

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.

What needs to be included in Custom-Service Training courses?

Some of the basic building blocks of customer service training are included below:

• Understanding your customer
• Identifying customer needs and expectations
• Key elements of good customer service
• Setting and maintaining standards
• How to make a great first impression
• Verbal and non-verbal communication
• Developing effective listening skills
• Questioning skills
• Understanding causes of dissatisfaction
• Recognising customer reactions
• Time management

These are by no means exhaustive and are tailored to meet the individual needs of the business owner

How do you train customer service skills to telesales teams?

The key components of these skills which are universally applicable across many business disciplines involve:

• Persuasive speaking skills
• Developing empathy
• Being adaptable
• The capacity to use positive language
• Clear communication Skills
• Having self-control
• The need to take responsibility and be accountable
• Patience

How can I improve my call centre staff training?

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…

• Have an induction session and provide introductions to help build strong ties amongst the team members.
• Educate and inform new team members or new agents about your business.
• Provide clear guidelines and explain the importance of schedule adherence.
• When training starts always have a top performing member of the team available to join the training session
• Explain how vital it is to build customer relationships.

Why should I invest in customer service training? 

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.

What are the benefits of customer service training for telesales staff? 

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:

1. Be confident.
2. Maintain a natural tone.
3. Listen to your customers.
4. Do not assume.
5. Make your conversation interesting.