The training every successful company gives to each and every employee

We are well aware that when it comes to Customer Service training, customers are spoilt for choice.  But, because we understand very well the limitations of all training on this subject, we have designed this course with a difference!

The course outline may look like that of any other course on the subject, but our training methodology is what makes the difference.  Role plays and case studies are extensively used to ensure the transfer of learning from classroom to work situations.  So, send ALL your employees to the most comprehensive and experiential Customer Service course in town  ...

Here’s what ex-participants say about this program ...

   Most professionally delivered

   Case materials were very good

   Very rewarding ... an invaluable guide ...

   Very well presented and full of useful information

   It was positive, constructive

   Good examples/experiences were shared

It is by no means coincidental therefore, that  EVERY single participant from several of our Public classes rated it a 5 (Excellent) on a scale of 1 to 5!

Day 1

   Why has the customer suddenly become KING in the business world?

   The effect of service on profitability and competitiveness

   What happens when customers are dissatisfied/unhappy?

   Nature of service - why quality service is more difficult to deliver CONSISTENTLY  than quality goods

   What constitutes excellent service? Why is good service so RARE?

   Understanding the psychology of customers

   What gives the customer satisfaction

   Customer expectations  -  how are these set?   how are they met?

   Is the customer   A L W A Y S   right?

   Universal golden rules for handling difficult customers

   What you must  N E V E R  do to customers

   Telephone etiquette   - do’s and don’ts in answering customer calls

   Communicating tactfully, diplomatically and politically correctly

Day 2

   Role of Management in customer service

   Systems, policies and infrastructure REQUIRED to deliver  good service

   Customer complaints  -  management and prevention

   Customer service standards and quality levels

   Are you your boss’s customer or is your boss your customer?

   Building an internal customer culture - service is NOT exclusively the business of front-liners

   Paradigm shifts and mindset changes that make for service excellence   

   How companies with world-famous reputations for service excellence DO IT