Customer Service Training

Solutions Start Here

“I just wanted to drop you a line to say a HUGE thank you for inviting me onto the recent Customer Care training course – it was fantastic!

Being a lady of more advanced years ….. and coming from a Sales Management and Customer Services Management background, I have attended a lot of training courses – but none quite as eye-opening and motivating as this one was! (he) is a great trainer – he kept us motivated and interested the whole time.

Please also let him know that on my first day back / I used most of my newly-learned skills with an angry customer – all the tools he’d afforded us were put to good use …. and they worked!! I was as pleased as punch!”

Sales programmes come and go. Outstanding Service shouldn’t. If you don’t treat your clients in a way that recognises they have a choice, don’t be surprised if they exercise that choice. Personality, words, body language, and more are all studied.

Customer Service Training

Examples of Customer Service Modules

This is a two day course relevant to any member of the team involved in communications, either internally, or with clients. There is a focus on “how things are done here” with exercises designed to challenge the current status quo.

Surely the customer is the first pillar?

We find that in practice, the opposite holds true....!

When asked in business seminars, ‘to whom should you pay the most attention for your business success, shareholders, staff or customers?” about 90% of executives answer, ‘customers’. This is incorrect.

Of course, customers are our life-blood, but if you don’t look after your staff, you won’t have any customers left. At the base level of Customer Service is your staff. You can’t make people behave differently.

It is for this reason, we work very hard on researching all the necessary techniques to ensure that the first two pillars of your Customer Service offering are in place. With staff interacting well, the additional intensive work we carry out in this final area - the customer - your business goals will be assured.

‘No man is an island’. Never was a saying more true. If you operate any business with more than one team member, you will already understand the weight the above quotation carries.

Our Customer Service courses show the vital link between how to self-manage and, from there, how to understand where each individual team member fits into the team and what consequences actions have can on the combined team effort.

When team members really get this link, your customer service offering often improves literally overnight. We use proven techniques that help individuals work towards the common goal....offering outstanding service.

It is not uncommon for NLT to receive unsolicited emails and calls from team leaders mentioning how differently their teams now view the workplace.....and each other.

Self-Management

Team

Customer

We use the very latest psychological research and techniques (some of which you can sample for free on this web-site) to help people better understand their own behaviour.

What are the driving forces behind even simple interactions that can turn a potentially positive customer interaction into a customer complaint? Why do some team members find giving face to face or telephone service so intimidating?

This work on Self-Management is vital for long-term change among your team and why “one fits all” training simply doesn’t work. Your team members are as individual as your customers.

Quite simply, until I, as a team member, buy-in to self-management changes you want me to make, long-term, nothing is going to change.

Self-Management is the first pillar in change before moving on to......

What We Offer You:

Small Group Sizes - Maximum 14 per class to guarantee rapid learning

Fully Interactive Approach - No ‘chalk and talk’ here. Just clear, guided, fun individual and group work which stimulates all learning styles.

Latest Technologies Employed - Training designed to hit every individuals’ preferred learning style whether face to face or online.

Highly Experienced Consultants - with backgrounds and qualifications in education, learning and training.

General Customer Service Skills

Interpersonal Skills

Dealing with Difficult Customers

Advanced Customer Service and Sales

Recognising who our Customer is

Dealing with Complaints

The Softer Approach to Telephone Sales

Understanding our Place in the Team

The Art of Listening

Effective Communication

Understanding Personal Motives/Motivation

Practising Positivity - Image Makeover

Psychology for Success - T.A. N.L.P. C.B.T.

Excellence in Written Communications

And much, much more....!

Programmes In:

Fully Tailored Programmes - Designed to Your Precise Needs.

The Three Pillars of Effective Customer Service Training

We have total commitment to the learning each and every participant receives in our highly acclaimed courses and programmes . As we see it (supported by the testimonials we receive and the change in people and service we see) there are three fundamental ‘pillars’ that support outstanding Customer Service: Self-Management, Team and Customer.

Fully Supported Material - Achieve ‘stickiness’ through our cyclical approach - communicate - learn - communicate. Click below for details.