Service

More than a Satisfied Customer

We have a number of programmes to help you deliver a world class customer service.

Designed around the customer, all of our programmes focus on the key skills and aptitudes required to meet today’s demand for quality service.  Our workshops help you to apply your learning by using realistic scenarios that bring your customers and their concerns and issues to life.

Click on the course outlines below to find out more.

Delivering World Class Service

This 2 day programme will give you skills that will wow your customer. Covering every aspect of customer service, we will help you apply techniques that are proven to increase customer satisfaction.

Teleservice Excellence

Specifically tailored to providing a first class service over the phone, this programme ensures that every call made or received gives the customer such a positive experience they will want to tell their friends and family about it.

Turning Complaints into Opportunities

Customers can be hard to get, so don't lose them if you make a mistake. This programme gives you the skills to take a negative customer experience and show the customer how truly effective you can be.

Face to Face Service Masterclass

Designed for people who are customer facing, this programme takes every aspect of communication, verbal and non, and makes sure you are equipped to do everything needed for your customer.

Managing Customer Relationships

This is all about building and keeping that all important relationship. Ideal for people who actively seek to keep in contact with customers to ensure their product or service is fully utilised.
 

Each of our customer service programmes cover a selection of skills from the list below:-

  • Making and taking calls
  • The right impression
  • Body Language
  • Tone and pitch
  • Proactive thinking
  • Delivering promises
  • Listening
  • Questioning
  • Building empathy and rapport
  • Justifying solutions
  • Managing expectations
  • Taking responsibility
  • Empathy
  • Ownership
  • Assertiveness
  • Negotiating
  • Influencing
  • Handling difficult situations

Our most popular programme, More Than a Satisfied Customer – Delivering World Class Customer Service has content applicable to anybody involved in customer service and offers development in every aspect of service. It is used by our customers as a benchmark for their service standard and is applied in conjunction with our A4 Service Model©.

As with all of our programmes the learner receives:-

  • Pre workshop learning
  • Interactive workshop with everything provided
  • Twelve months online support

If you want more information, Get In Touch.

If you want us to run one of our courses for your company or department at your offices we can do this, and you may be able to invest less for the same great results. You can even use the A4 Service Model© as the basis for a series of workshops for long term development.

What makes us different?…..all of our programmes are developed in line with Our Philosphy

  • Bronze
  • Silver
  • Gold
"Customer aware whilst fulfilling a request"

ACKNOWLEDGE

  • Polite and sincere
  • Positive and confident language
  • Asks permission to assist
  • Smiles
  • Facing the customer
  • Open body language

ASK

  • Allows customer to speak
  • Shows genuine interest
  • Clarifies requirements
  • Standing next to the customer
  • Maintains eye contact
  • Nodding appropriately

ADVISE

  • Advice is clear to understand
  • Advice is accurate
  • The customer benefits from the advice
  • Pointing in general area

ASSIST

  • Completes customer’s request
  • Asks if any further assistance is required
  • Leading the customer to the product
  • Hands product to customer
 
"Customer focussed whilst delivering a service"

ACKNOWLEDGE

  • Enthusiastic
  • Asks for the customer’s name
  • Explains benefit in assistance
  • Responses are upbeat
  • Matches the customer’s eye contact and body language
  • Shows awareness of customer’s physical space
  • Shakes the hand of the customer where applicable

ASK

  • Paraphrases the customer
  • Asks appropriate questions to the customer’s needs
  • Takes notes if applicable
  • Questions follow directly from the customer’s last piece of information

ADVISE

  • Leans toward the customer slightly whilst listening
  • Demonstrates product knowledge
  • Shares common ground with the customer through experience
  • Anticipates objections
  • An understanding of the customer’s business is demonstrated

ASSIST

  • Recognises where further assistance is required
  • Confirms actions completed
  • Clarifies next steps
  • Demonstrates knowledge of the product, process or policy
  • Introduces colleagues where specialist knowledge is required
 
"Customer driven whilst delivering an experience"

ACKNOWLEDGE

  • Uses customer’s name frequently
  • Language is reassuring
  • Humour is used where appropriate
  • Creates an environment where the customer can talk
  • Positively influences the customer’s body language
  • Responds positively to customer’s physical space

ASK

  • Clearly identifies all the customer’s needs and issues
  • Regularly summarises
  • Probes the customer for information professionally
  • Gains information about all purchases
  • Takes control of the conversation to better assist the customer
  • Deals personally with any negative feedback from the customer

ADVISE

  • Adviser is clearly an expert
  • Recommendations are made to the customer
  • Information is presented in a way the customer can relate to
  • Advises suitable products not requested by the customer (special offer)
  • Displays knowledge of customer’s business
  • Responds to customer issues with integrity and care

ASSIST

  • Adviser is proactive in exceeding customer expectations
  • Customer is assisted from start to finish
  • Expertly manages and takes responsibility for the customer’s experience
  • Customer is left with a positive image
 
 
Excellent, very worthwhile course.
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Customer Zone
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