Customer Service Certification

A 2-day learning journey designed to introduce front liners to the fundamentals of service excellence. The aim is to consistently deliver “above expectation” service. This has been the aspiration of the leading companies delivering “best in market” and is a vital component to integrating the experiences the different events offer.

WHO IS THIS FOR?

Customer Service and frontline service professionals who may already have practical experience delivering customer service but no formal training (beyond the basics). Great customer service relies on great communication skills with emotional connection and intelligence. When delivered well, customer service becomes the greatest differentiator between companies.

WHAT YOU WILL LEARN -Enhanced Skills

This is likely to include some or or all of the below:

• Bridging gaps between audited skills & target desired skills level (evidenced by pre-training audit & post-workshop assessment).
• Managing difficult situations
• Enhanced skills (vital to “exceeding expectations”)
• Knowing the Customer
• Who we are
• Hearts & Minds
• Enhanced Communication (spoken, non-spoken, tonality etc)
• Difficult conversations
• Principles of great attitude
• Excellence and “going the extra mile”

A 2-day learning journey where participants build on the core principles from CS Level 1 & are equipped with skills to build attitude and service via coaching.

Our recommendation is that all Supervisors & Managers should go through the CS LEVEL 1 programme before initiating the CS LEVEL 2 programme

Who is this for: 

Supervisors, managers, complaints management staff, operations managers, branch managers, and customer service managers.

WHAT WILL YOU LEARN – Enhanced Skills in Customer Service Excellence

This is likely to include some or or all of the below:

• Principles of Assessing Frontline staff Service Skills & Attitude
• Coaching for Customer Service Excellence
• Coaching for Attitude
• Further Enhanced skills for Customer Service Excellence
• Service Recovery
• Knowing the Customer
• Who we are
• Hearts & Minds
• Enhanced Communication (spoken, non-spoken, tonality etc)
• Difficult conversations
• Principles of great attitude
• Excellence and “going the extra mile”

1) Who we are

• Self Diagnosis
• Personality Types
• Creating your own personal roadmap
• How do great service professionals behave differently?
• Principles behind a great Visitor-Centric Culture

2) Knowing the Customer

• Customer personality type
• Diagnosing customer type
• Adapting communication to suit personality type?
• Anticipating Customer needs
• Expectation management

3) Hearts & Minds

• Empathy – the heart of service
• Understanding emotional connection
• Empathy mapping
• Stress Management
• Mindfulness & Emotion management
• Your attitude & impact

4) Communication Landscape

• Verbal & Non-verbal communication styles.
• Creating the right first impression. Dress to impress.
• Purposeful conversation
• How to delight in mundane situations
• Body language
• Interacting over the phone
• Tone of voice
• Successful written communication

5) Difficult Conversations

• Handling difficult customers
• Dealing with Emotion & Anger
• Understanding unspoken communication

6) Service Recovery

• Turning problems into opportunities
• Relationship recovery
• Recovery project
• How do great service professionals behave differently?
• Principles behind a great Customer-Centric Culture

7) Journey Mapping

• Personas & their role
• Reducing cost & waste: Journey optimisation
• Continuous improvement principles
• Wows and ouches
• Prioritising and Delivering

8) The Extra Mile

• How do you build and maintain a winning attitude?
• How to avoid demotivation and dips in performance in high pressure environments? Barriers to Delivering Great Customer Experiences

9) Service Leadership

• Recruiting great talent & motivating
• Coaching for staff development
• Conflict resolution & positive discipline
• Managing Time & Projects
• Performance evaluation
• Stakeholder management & negotiation
• Storytelling for selling change