Our Service Excellence programme covers all the essential skills your teams need to master to provide excellent customer service to every customer who engages with your business.
This programme is perfect for anyone who interacts with with your customers, and is ideal for ensuring a consistent customer experience across all levels of your business.
After completing this programme, your team will be able to;
Each course is self-paced and will take you about 10 to 15 minutes to complete. Short videos will show you what good looks like and provide you with some thought-provoking actions that your team can implement. Questions, activities and resources will help your team remember the key learning points.
This course will provide guidance and techniques to successfully resolve customer complaints and issues.
From time to time, you or your team members will need to manage customer complaints.
Regardless of how good your policies and procedures are, there’ll always be things that you need to discuss and resolve with your customers.
So, you’ll need some solid strategies to deal with this situation to manage things quickly before they escalate.
This course will give you techniques for dealing with complaints and include:
Remember, the information in this content should not replace any procedures that your own company requires you to follow.
This course will help your team members develop customer service skills over the phone.
Customers expect their experience to be great, no matter how they contact you and your business.
The phone is just another point of contact, and it’s important because a friendly and respectful exchange can be what your business needs to stand out from the competition and keep long-term customers!
Remember, your customers are phoning your business for a reason. If your team members are engaging and personable, then your customer is more likely to contact your business again.
This course will help you develop your customer service skills over the phone and includes:
This course will show your team members who to greet and connect with your customers as well as find the best solution for your customers every time they engage with your business.
Customers expect excellent customer service every time they engage with your business.
Welcoming customers and making them feel relaxed and comfortable will make them want to return again and again. To do this well, your team members must be proactive and go out of their way to engage with your customers to connect and develop a trust that encourages them to reach out for help.
This course includes:
This course will show your team members how to read their customer’s body language and display positive body language themselves. They’ll also understand how to listen effectively so that their customers feel valued.
Your customers are far more likely to develop a trusting relationship with you, your team members and your business when they experience good communication.
Communication is much more than just spoken words. Effective communicating requires your team members to be great listeners and understand body language.
This course will help your team members gain an awareness of your own attitude and motivation and understand how they can project a positive attitude to customers.
Having the right attitude and motivation is an essential part of providing excellent customer service. When your team members are enthusiastic, your customers will be more comfortable interacting with them, and their experience will be better.
This training will give you the skills and techniques you need to give your customers a great experience and includes:
This course will show you what you need to do to create an excellent first impression for your customers.
Your team members are the face of your business and are as much a part of the brand as the services you provide.
The way they look and act impacts your customers buying decisions. In fact, your customers will begin to judge your team members’ ability and willingness to help them from the second they meet, which will influence their opinion of your business.
This course focuses on the importance of creating an excellent first impression with your customers and includes:
By the end of this course, your team members will understand the impact first impressions has on a customers experience.
This course will introduce you to Customer Service and the importance of providing excellent service to create loyal, happy customers.
Customers are the lifeblood of your business so it’s vital that your team knows how to provide exceptional service.
This introductory course includes:
By the end of this course, your team members will understand the importance of providing excellent service every time they engage with a customer.