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Who's this programme for?

Who's this programme for?

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.

What are the learning outcomes?

After completing this programme, your team will be able to;

  • Identify how to create an excellent first impression when you meet a customer
  • Demonstrate how they project a positive attitude to customers
  • Read the body language of customers and display positive body language at work
  • Demonstrate how to greet and connect with a customer
  • Provide excellent customer service over the phone
  • Demonstrate how they can resolve customer complaints and issues.
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Courses Included

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.

Author RedSeed

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:

  • Resolving customer complaints
  • Understanding and resolving issues and complaints
  • H.E.A.R model – Hear
  • Empathise
  • Ask
  • Resolve

Remember, the information in this content should not replace any procedures that your own company requires you to follow.

Author RedSeed

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:

  • Providing customer service over the phone
  • What to say
  • What not to say
  • Answer phones and returning calls
  • Taking messages
  • Getting back to customers
Author RedSeed

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:

  • Engaging with the customer
  • Greeting your customer
  • Smiling
  • Small talk
  • Staying visible and available
  • Leaving a task
  • Finding solutions
  • What to do you you don’t know the answer
  • Being helpful
Author RedSeed

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 includes:

  • What is communication?
  • Body Language
  • Demonstrating positive body language
  • Understanding your customer’s body language
  • Being aware of negative signals
  • Listening
  • How to demonstrate active listening
  • Using the ask, listen, include technique
Author RedSeed

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:

  • Your attitude and motivation
  • Above and below the line
  • Bouncing back
  • The parking lot
  • Applying yourself
  • Projecting the right attitude
Author RedSeed

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:

  • Creating a good first impression
  • Your image
  • Clothing
  • Complete your look
  • Personal hygiene
  • Representing your company
  • Using a company vehicle

By the end of this course, your team members will understand the impact first impressions has on a customers experience.

Author RedSeed

Customers are the lifeblood of your business so it’s vital that your team knows how to provide exceptional service.

This introductory course includes:

  • What is customer service?
  • Why is it important?
  • The value of a customer
  • Customers’ expectations
  • Internal customers
  • The customer journey
  • The journey starts with you

By the end of this course, your team members will understand the importance of providing excellent service every time they engage with a customer.