A memorable & effortless Service

Course Duration: Dependent on needs

More than a quarter of customers chose to take their business elsewhere or spent less with a company last year due to bad customer service at a cost of over £37 billion, according to research.
Research reports also show that 90% of customer experience decision makers feel that a good experience is critical to their company’s success, while 63% believe its importance has risen. 94% of customers who have a minimal-effort service experience will purchase from that company again.

Are you a business owner, who is frustrated with lower than desired customer satisfaction results in addition to a reduction in customer retention? Are you passionate about customer service and want to ensure your employees have the skills to deliver a memorable and effortless service, so that your customers will want to recommend your company to their friends and families.
Customer recommendations are an important factor in attracting more business.

If these are the results you are seeking, then it is your responsibility to ensure your employees receive the highest quality of training, tailored to their needs.

Jacqui Turner has 30 years experience working within the customer service industry, across Financial Services, Utilities and Retail sectors. Due to the quality of her training and the positive impact on business results, she was awarded the accolade of Welsh Contact Centre Trainer Of The Year 2014.
At this time, Jacqui had recently designed and deliver an Inspiring Great Performance training programme for customer service agents and managers, within a global retail company. The aim of the programme was to inspire and motivate all employees to take effective action to achieve their potential and deliver great performance to their customers and colleagues. The course resulted in an extensive increase in customer satisfaction results in addition to improved employee engagement scores and staff feedback on the support of their managers.

Your business couldn’t be in better hands.

When your employees have attended this course they will be able to approach all customer queries with confidence knowing that your customers will believe that they have been understood and that finding the ‘right solution’ first time is your highest priority.

During this course you will…

  • Develop an effective communication structure.
  • Describe your customer beliefs and identify the impact of these beliefs on thoughts and
    actions.
  • Be inspired and motivated to achieve your potential and do what it takes to deliver a level of service you are proud of.
  • Asses the impact of words/phrases, tone and body language which hinder or build rapport.
  • Identify different customer personalities and describe how you will tailor your
    conversation to match your customer’s style and needs.
  • Develop effective questioning and listening skills to deliver an effortless service and deliver the right solution, first time, every time.
  • Develop empathy skills which demonstrate to customers that you truly understand their
    needs.
  • Agree your next steps towards improving the service you provide your customers.