rise to customer excellence.

online customer services courses

“People don’t care how much you know until they know how much you care.” – Theodore Roosevelt

Outstanding service is the minimum that customers expect and our digital Rise to Customer Excellence programme is designed to help your organisation meet that expectation.

Learners experience a blend of face-to-face training, e-learning, TED Talks, podcasts, coaching and workplace tasks to enable them to provide the very best customer service, resulting in long term organisational benefits.

modules covered.

Personal Effectiveness

Learners explore emotional intelligence theories, the impact of behaviour, the concept of accountability and ownership of outcomes. We look at time management challenges, tools and techniques which learners then apply to their own continuous development plan.

Improving the Customer Journey

We map out customer journeys and prioritise major and minor touchpoints, identifying which are visible or hidden for the customer and looking at pressure points along the way. Learners then plan to implement a customer engagement framework.

Effective Communication

We test verbal communication, explore the impact of poor communication and communication challenges. We also cover communicating change, practice facilitating challenging conversations, applying assertiveness techniques and objection handling tools.

Negotiation and Influencing

This module covers the push/pull technique, influencing principles, an introduction to NLP and understanding customer motivators. We explore negotiation mistakes and how to avoid them, preferred negotiation styles and how to deal with difficult negotiations.

Delivering Brand Promise

Learners work on their personal brand and the importance of delivering on brand promises. We delve into the company’s vision, mission and values and identify ways in which they can champion the brand through customer excellence.

Customer-focused Leadership

We explore proactively addressing customer needs at every level, motivation theories, the concept of leading without authority and managing as a role model. Learners also discuss providing direction to peers, working with others and how to move forward.

#bebetter

We are passionate about inspiring others to #bebetter by engaging in blended learning. Get in touch to book a free consultation.

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rise to

leadership

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business improvement

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