Make your customers love doing business with you.
Our ‘Service excellence’ programme covers all the essential skills your team need to provide outstanding customer service. Born from our KiwiHost acquisition, this programme is perfect for all areas of your business, and is best suited to high-volume, low-touch service models.
Your team are the face of your business and the experience they provide for your customers is vital to building revenue and loyalty.
A poor experience will mean that 56% of customers will never use you again.
After completing this course, your team will be able to demonstrate the following behaviours with confidence:
Learn how to create loyal, happy customers by offering excellent service that meets their expectations.
Create an excellent first impression for every customer by considering your personal presentation and how you're representing your company.
Gain a greater awareness of your own attitude and motivation at work, and understand how you can project a positive attitude to every customer.
Make every customer feel valued by being a great listener, interpreting their non-verbal signals and uncovering their needs.
Learn how to greet and connect with every customer who enters your business, and continue to engage with them so that you can find the best solution for their needs.
Understand what great customer service looks like over the phone and gain the skills you need to deliver this exceptional service.
Confidently resolve customer complaints by applying the H.E.A.R technique: hear, empathise, ask and resolve.
Customer service is more than face-to-face interactions when customers come into your business.
Email, text, social media, SMS - regardless of how your team communicates with your customers, their main aim must always be to provide exceptional customer service.
This programme will equip your team with the skills they need to provide outstanding customer service to develop loyal, happy customers who continue to support your business and share their positive experiences with others.
After completing this programme, your team will be able to demonstrate the following behaviours with confidence:
Provide exceptional service to every customer by learning how to understand and meet their needs and expectations.
Offer fantastic call centre experiences by communicating clearly and positively with every customer.
Keep your attitude upbeat and positive during every customer interaction, even in challenging situations.
Resolve customer complaints with confidence by applying the H.E.A.R technique—Hear, empathise, ask and resolve.