Mighty 90 Service Mastery Programme
Mighty 90 Service Mastery Programme.
Our 90 day programme delivers lasting results through sustained learning & support. The 90 day immersion allows for deep skill development, real-world application, and measurable improvement in customer satisfaction.
Although every Team Leader wants to fully support their team members, it’s often a juggling act when trying to find consistent time to spend coaching team members.
And although many Team Leaders are great at managing and leading, it doesn’t necessarily mean they are Service Excellence experts.
This is why we created our Mighty90 Service Mastery Programme.
Expected Outcomes
Week 1: Your customer service teams will have developed a personalised strategy for enhancing the service delivered to your customers.
3 Months: A 5%+ increase in CSAT, reduced unwanted repeat contacts by 6% and reduction in complaints by 10%
6 Months: 90% CSAT, reduced repeat contacts by 12% and reduced complaints by 20%, through our unique Mighty 90 Service Mastery Programme.
Above outcomes are based on clients’ feedback.
This Mighty 90 Service Mastery programme (tailored to your company) is delivered by multi award winning Service Excellence Specialist Jacqui Turner. For 2 consecutive years Turner Corner led by Jacqui, has been awarded Best Customer Service Training Provider. She has also been named within the Top 15 Global CX Influencers in 2024.
With 30 years experience within customer service centres and 28 years Training & Coaching experience, your training needs are in very safe hands.
Not only will your teams receive training from a multi-award winning Service Excellence Expert, they will also benefit from sustained support over 90 days.
There is also an option to include Real-Play activities where attendees will have the opportunity to practise applying their skills with our associate trainer and trained actor Andy. Although there is an additional cost for this option to be added, it will add so much value to your team and is far more effective than role-play!
NB The programme outline below provides an overview of typical content. However, the actual content and number of modules will be tailored to your requirements.
Week 1: Introduction to our Service Mastery Programme
During this foundation session team members will…
- Be introduced to the programme and its objectives
- Learn the importance of service mastery
- Explore ways to bring their company values to life in interactions with colleagues and customers
- Identify their customer basic needs & wants
- Explore what it takes to meet & exceed customer’s expectations
Weeks 2 – 4: Core Training Modules will include Call Handling, Email and Live-Chat. Below is an example of Call Handling Training
During this Service Mastery Programme, Call Handling session team members will…
- Recap the importance of Service Mastery, from session 1, review what the team currently does well and identify opportunities to enhance service delivery.
- Develop their questioning and listening skills to accurately identify customers’ needs and respond with confidence and reassurance.
- Review words and phrases customers do not want to hear and replace them with customer-focused responses.
- Agree best practices for placing customers on hold and transferring calls.
- Learn how to respond in a solutions-focused way, even when they cannot fully meet a customer’s request.
- Agree opportunities to go above and beyond customer expecations.
- Explore ways to say NO and still retain the customer’s loyalty.
- Agree a best practise approach for managing complaints, including ways to apologise and empathise with sincerity.
- Learn how to effectively respond to customers who request to speak to a manager and avoid an escalation.
- Explore ways to close calls effectively and reduce unnecessary repeat contacts.
- Identify ways to adapt their communication style and build stronger rapport with different personality types.
- Learn effective strategies for managing negative emotions, such as frustration and disappointment to ensure they don’t negatively impact service delivery.
Weeks 5 – 12: Reinforcement & Support
During weeks 5 – 12 team members will receive the following support:
- Ongoing Support from our Service Excellence Expert
- Set individual goals and action plans
- Access to online short training videos as additional resource
- Monthly Group Drop-in Sessions
- Celebrate successes and recognise achievements
- One-on-One Coaching Sessions (2 sessions per person)
- Personalised feedback and guidance
- Customer service excellence certification upon completion
The above is an example of typical content, however all our courses are tailored to our clients specific needs.
You choose which topics/objectives you require for your teams
Training can be delivered on site or virtually
Duration of training modules is dependant on experience of teams and identified skill gaps.
Go to our Testimonials to check out glowing reviews from our very satisfied and prestigious clients.
Contact Jacqui on 07834838521 or Email info@turnercorner.co.uk to discuss your requirements and obtain costings or book a Discovery Call using the button below:
