Brill!ant customer service
One-day open training course
Ideal for internal and external customer support staff
Early-bird and multiple-place discounts. Also available as an in-company training course. email@example.com for more details or see the links below.
Brill!ant Customer Service Training Course
“Information packed, motivational, highly relevant and very, very practical.”
This one-day interactive training course that covers all aspects of customer service skills. It is ideal for all types and sizes of business, plus internal customer service and support desk staff.
Who should attend?
Everyone, but especially all customer service, technical and support staff.
Not just happy customers...but one’s that spend more money and recommend you. Delivering brilliant customer service is also more efficient and can save time, money and energy. Other benefits include improved staff morale and improved customer retention and goodwill.
Benefits for attendees
More confidence in dealing with all types of customer situation, plus new skills and techniques to help achieve greater success and positive customer experiences.
Six brilliant customer service training course main modules
1. Service role-models - learning from the best and worst!
2. Add value - Defining customer experience
3.Customer satisfaction metrics and measures
4.Can-do! Developing an awesome customer personality and attitude
5.Best-practice communication skills
6.Problems into opportunities
Over 10,000 people have attended Brilliant Customer Service training in the last 20 years.
Key learning points include:
Over 50 of best tried and tested customer service tips and tricks for use starting NOW!
How to live the standards, systems and skills that can make every customer feel valued.
Use a range of best-practice customer service techniques, tools and skills to differentiate your service and delight every customer.
How best to change and vary your service approach based on customer need and type.
Short-cuts to identify different customer needs and situations quickly and effectively; fixing the customer and problem equally.
Understand how to manage customer expectations and deliver more than you promise, consistently and deliberately.
Techniques to maintain a positive attitude throughout the day
Ten steps to develop your service skills to a new level of professionalism.
Satisfy complainers, calm upset customers and regain goodwill.
Be able to define and measure customer service using benchmarking, net promoter scores, KPI’s and customer feedback.
Knock-out telephone skills for both internal and external customer calls.
- How to ‘hard-wire the soft-stuff ’ and create processes for a more differentiated and consistent customer experience.
Available both an in-company and open (public) course at selected venues during 2016 in Northampton, Leicester, Manchester, Leeds, London, Birmingham, Glasgow, Cardiff and Bristol
Open courses limited to 15 people. Special offers for early and multiple place bookings.
One day training course. 15 people. From 09.30 to 16.30. Includes lunch, refreshments, workbook and certificate.
Tel: 03301 595 093 / 07515 851691