| Name | Description |
| Customer Service for technical support staff |
This customer service workshop is designed specifically for technical support staff. It combines the key elements of customer service training with the skills required to present technical information to both technical and non-technical customers. The result is a workshop that recognises the technical nature of the service provided and the importance of the customer service staff`s role as translators and problem solvers when speaking with customers. This workshop will encourage the participants to think creatively about how to improve the customer experience and how their experience and ideas may be incorporated into continuous improvement programme. |
| Communications and Customer Service Excellence |
The training is designed to provide the participants with the competences required to become a Customer Service Representative. The ability to communicate effectively and manage the customer expectations is a crucial part of your role as the contact point for your organisation. This workshop will cover the main ways that customers interact with customer service representatives, including face to face, email and telephone communication |
| How Customer Service Leads to Competitive Advantage |
This workshop will give managers , supervisors and team leaders the techniques, skills and confidence to initiate steps to create the environment and culture to deliver improved customer experiences. It will encourage the participants to champion the customer experience within their teams and in the wider organisation. |
| Managing the Customer Service Experience |
For many organisations the traditional service performance levels are not sufficient to ensure customer loyalty. The customer experience has become the battle ground for competitive advantage. While many managers focus on internal metrics the customer's perspective may be neglected. This well intentioned but fragmented or disorganised approach may create a breakdown between the organisational strategy and the operational reality experienced by the customer.
This course is not a traditional customer care course. It is designed to help managers to discover the root causes of gaps in customer service delivery and identify which areas can be improved by individuals, which by the organisation and which require further consideration outside a training programme. |