Looking to create an outstanding customer service experience?
Customer Service today requires people who put their customers first, look for opportunities to impress, and communicate well, especially when things go wrong. Outstanding service is now a basic expectation of customers, yet so many businesses fail to invest in developing their team’s skills. For those that do, taking this step is a key differentiator in the race to win and retain customer loyalty.
With decades of practical experience in customer service, we know the ‘moments of truth’ that affect customer perceptions and the skills that are required to deliver a level of customer service that secures repeat business. Our programs are designed to impart this knowledge to your customer service team
Need help with your customer service?
Too much Negative Feedback?
Customers are more empowered than ever to leave immediate and highly visible feedback about your business. If your team sometimes fails to impress customers, your reputation can quickly suffer as a result. It is definitely time to revitalise your team’s customer focus. This workshop is designated to do exactly that; to empower your team to create the highest possible customer service perceptions.
Unprofessional Staff?
It is vital to set expectations on behaviour, presentation and communication with your team. Often, people simply don’t understand the impact their day-to-day communication is having on customer perceptions. During this workshop we look at a range of communication scenarios, and explore how your team can be the difference between average and excellent.
Customers not returning?
There’s lots of competition out there and loyalty has to be earned. It just not enough to simply be ‘satisfactory’. Loyalty comes from routinely exceeding customer expectations, in both product and interactions. It’s really not so hard to do. The power to deliver the ‘WOW FACTOR’ lies within your team and how they manage each customer interaction (the Moments of Truth). During our workshop, your team explores your customer service moments of truth and creates a roadmap to excellence.
Workshop Agenda
Below is our generic agenda which forms an engaging and proven workshop, however, we can tailor our content to suit your sector and specific needs. this is typically facilitated as a one-day training course
Module 1: Why Customer Service is Important
The changing face of customer service
Key customer experience drivers
The reasons customers leave
Customer service & employees; What’s in it for the team?
Why personal interactions and procedural performance matter
Module 2: Creating the WOW Factor
The reasons customers stay; What drives customer loyalty
Creating advocates; The best form of marketing!
The customer service moments of truth
Creating a customer service plan
Module 3: Communication essentials
Phone etiquette
Email etiquette
Managing complaints
Managing an upset or angry customer
Key Learning Outcomes
This program is designed to impart a lasting impression on participants and provide practical skills that will improve the performance of your customer service team.
Participants in this workshop will:
understand how providing great customer service benefits them as well as customers and the organisation they work for
understand what creates customer loyalty and the influence they each have in generating that loyalty
know the importance of taking ownership of customer outcomes, including managing difficult situations
have a mechanism for working as a team to identify and investigate the key interactions (moments of truth) that their customers experience and ensuring that those interactions are consistently positive
know how to design effective processes that create maximum value for stakeholders
have improved listening and communication skills and the ability to professionally manage difficult customer situations
Why our clients love our training:
high quality training workshops designed to be practical, with learning that can be directly applied within the workplace
workshops can be tailored to your sector and specific requirements
facilitated by industry experts
quality course materials; printed in colour on high gsm paper
Kallista Consulting’s network of highly experienced industry professionals develops all of our workshops. They are experienced facilitators with engaging styles who easily command credibility with their audiences.
By incorporating engaging exercise across the duration of each workshop, participants are able to practice the techniques, enabling them to translate the training directly into their workplace to deliver practical outcomes. The materials provided to each participant are comprehensive guides in themselves and include opportunities for participants to record notes and action plans.
Every course can be delivered on-site, remotely via teleconference or through online training platforms and can be customised to provide context within your specific industry and tailored to your desired learning outcomes.
Who we work with
Manufacturing
Government
Police & Defence
IT & Software
Education
Logistics
& FMCG
Utilities
& Recycling
Project Management
What people are saying…
Want to learn more or discuss the course?
We can tailor our workshops to suit your requirements, so if you want the best possible training for your team, why not simply book a time to talk directly with our Customer Service Professional to talk about your specific training needs.
For a detailed overview and agenda of this workshop, download the Customer Service Training Brochure
Client Partnerships
