Customer Service

In today’s cut n’ thrust cost-driven marketplace, nothing differentiates the best from the rest more than customer service. Yet many businesses find customer service difficult to define, challenging to deliver and impossible to sustain – and with obvious results!  We believe that customer service should be tangible and observable. It should be an absolute obsession that puts the customer at the heart of everything we think, say and do.

We design and deliver tailor-made customer service training programmes.  We can train your service teams or train your trainers and team leaders to train them. Whether you are office or field-based, dealing with customers face-to-face or over the telephone, we can provide solutions that empower teams to deliver truly exceptional levels of customer service.

We introduce the concept of ‘Five Star Excellence’; the internal and external customer; how to identify customer needs; deal with complaints and even how to say ‘no’ to your customer and still achieve great service.  We design specific scenarios and role-plays to encourage teams to practice real-life examples, and encourage participants to constantly put themselves in the shoes of the customer – what sort of service would you want? It’s all about embedding new ways of thinking to deliver a totally customer-focused culture.