Customer Service Training Company Brochure

Customer Service Excellence Training

About us

We specialise in service excellence training – what makes our training different is in how we make it more relevant, more sustainable and valuable to those whom we are working with.

We also provide consultancy and research services in all aspects of improving Customer Service.

Examples of our training include:

Customer service excellence training

Customer relationship skills training

Complaint handling training

Leadership & Management training

Sales and Customer service training

Train the trainer

In-house tailored training designed to meet your needs.

Our unique and proven training builds skills, confidence and belief, in what can be achieved with having the right skills and a positive mindset.

Training that’s miles away from a tick-the-box exercise, it really benefits the people we work with and this is why it transfers to what customers experience and the sponsoring organisation achieves.

We use proven best practice with skills and tools that makes our training refreshing, unique and more effective.

We will help you to choose the content and methods of training, practical tasks, role plays and team-building exercises that you need.

We have plenty of valuable experience to share with the abilities to innovate and help you achieve competitive advantage, better customer retention, satisfaction and sales growth through service excellence.

Designed to fit your needs

• A working together approach

• Best practice and value for money

• Coaching that’s engaging

• Designed just for you

• Every aspect to be relevant

• Fits your business and team needs

• Growth in sales and profits

• Honesty about what you need to do

• Investment returns that meet your expectations

What you can expect

Training that’s miles away

from a tick-the-box exercise.

Our training is different, it’s refreshing and effective. We really make people think and see what they can do.

We will work with you to achieve the best outcomes from your investment.

The Benefits The Message The Results

A well trained workforce, working as a better team, with skills and supporting tools that help your customers gain the best service in any situation.

• A working together approach

• Best practice and value for money

• Coaching that’s engaging

• Designed just for you

• Every aspect to be relevant

• Fits your business and team needs

• Growth in sales and profits

• Honesty about what you need to do

• Investment returns that meet your expectations

Customer service is the way in which everyone can contribute to the success of your organisation.

We can help your people through training that adds value to their lives, to their skills and purpose at work.

Creating a service excellence culture

From understanding what good customer service really means to having the skills to deliver it, we can help your organisation to achieve better performance and customer service.

We offer an approach that enables people to step safely outside of their comfort zones, to experience training that helps them.

This training will increase:

• Awareness - of what service excellence means• Belief - in your people and what they can-do• Confidence - in your team and your organisation• Delivery - tangible results

We can help you develop your policies, people and service processes.

We have plenty of valuable experience to share with the ability to innovate and design training that will give you competitive advantage.

Andrew Griffiths

It’s truly amazing what people can

achieve when they work together. ”

”

Performing Effectively

• Adapting to change• Building confidence and self-esteem• Finding can-do solutions to can’t do situations• Managing stress• Organising yourself better and time management• Selling and presentation skills for non-sales people• Working as part of a high performing team

Dealing With Difficult People and Situations

• Complaining customers and colleagues• Creating a can-do attitude• Stopping problems from escalating• Getting people on-side• Helping customers to help you• Managing stress and frustration• Seeing problems and complaints as opportunities• Protecting yourself and your organisation• Understanding when and how to say no• Understanding why people behave in

certain ways• Turning can’t-do into can-do situations• Ensuring your customers can and

wants to come back

Delivering On Your Promises

• Managing customer expectations• Making promises and keeping them• Keeping customers informed• Following-up to ensure satisfaction• Commitment. ownership, responsibility, excellence

Understanding Customer Needs

• Awareness of first impression• Building rapport• Effective questioning and listening skills• Leading customers• Internal and external customer service skills• Making customers feel valued• Managing customer expectations

Communicating Effectively

• Avoiding simple mistakes• Choosing the right tone, words and phrases• Pacing how you speak to people• Body language and non-verbal communications• Understanding the impact of your communications• The importance of accuracy and correctly informing • Ensuring customers know what to expect and following up

MANAGING CUSTOMERSFirst impressions

Understanding customer needsManaging and exceeding expectations

Developing customer relationships

MANAGING SELFAttitudeActions

Achievements

MANAGING TASKSTake responsibility

Keep customers informedWork as one team

WINNING ATTITUDES AND SKILLS

Developing Leaders In Service Excellence

Value for money: in-house or off-site courses are charged at a fixed price, not a rate for each person. Partnership: we will listen and work with you to achieve a more tailored approach. Flexible: we come to you and can run full days, half days or short sessions. Experience: you can draw on our industry leading experience to achieve a truly engaging and valuable experience. Sustainable: your people will receive training that is relevant to their role, and materials that they can use to support their learning and development.

Combining a truly positive experience with excellent relevant training to achieve sustainable outcomes is what we want you to gain from working with us.

Key Benefits

EXAMPLES

Richard WebbUK Operations Leader

Honeywell Process Solutions

SOFT SKILLS - TANGIBLE RESULTS

Working Together

We worked with Honeywell’s service engineering leadership team to develop a programme of training that would help their field service engineers to develop deeper and much stronger customer relationships.

Delivering Growth

We delivered training for 140 engineers in the format of a 2 day interactive course. The outcomes of this training has lead to significant growth in opportunities and revenue.

“During progress reviews held with the team I recieved feedback that the training was a ‘revelation’ and they all felt that it provided them with the tools and confidence to help improve customer relationships and as a result drive growth. They met my brief for the training and exceeded our expectations, as a result I would have no hesitation in recommending them”.

COMPETITIVE ADVANTAGE THROUGH SERVICE

The Challenge

Wordbank helps companies to run more successful international marketing campaigns, operating in a complex and competitive market.

The Benefits

We delivered a unique training course that combined sales, influencing and negotiation with customer service and leadership skills. This gave Wordbank skills and tools for better understanding customer needs, differentiating their brand and creating competitive advantage.

“This training was great value for money and I liked that we were able to adapt the course to suit individuals and our specific business requirements. The big thing for me was the motivation it inspired; the tools we went through made our people really think about what they’re doing in a positive way.”

Claire IngramAssistant Director

Wordbank Ltd

BETTER TRAINING

Foundation and Advanced Sales Training

We have worked with Fuelproof to develop best practice across their sales teams.

Designed to fit

We have been effective through helping them with sales techniques and processes that fit their products and what their people really need.

“There was something about them that made them stand out from the rest. Most of the companies tried to tell us that they could transform our team with a two day course and that we would be over the moon with the results!

They had a different approach and suggested that there are normally more issues that need improvement to get the best results. We have started down a route working with them that is focused and has opened our minds to change and continued improvement across the business.

Their commitment has been astounding and has contributed to a 40% increase in sales this year.”

Andrew HargreavesManaging Director

Fuel Proof Ltd

BUILDING HIGH PERFORMING TEAMS

“The best decision you will make this year”

www.cs-tc.com

[email protected]

0800 634 3399