Delivering Excellence
Customer Services Training to drive your brand.
Your customers have more of a voice than ever before, and those organisations that define and implement a clear strategy for Customer Service are the ones that enjoy better levels of retention and satisfaction. This all starts with your teams’ understanding and application of the principals of Customer Service Excellence.
EML have designed a series of workshops aimed at driving the values of strong customer management and service through engaging training sessions. As with all EML training workshops we ensure that the content is tailor made for your organisation – focusing on the unique challenges you face from your customer base.
We have worked with private and public sector organisations of all shapes and sizes, from retailers to manufacturers, consultancy firms and big brand names – we share your passion for delivering levels of service that do nothing less than DELIGHT your customers – every time.
Typical content includes:
EML have designed a series of workshops aimed at driving the values of strong customer management and service through engaging training sessions. As with all EML training workshops we ensure that the content is tailor made for your organisation – focusing on the unique challenges you face from your customer base.
We have worked with private and public sector organisations of all shapes and sizes, from retailers to manufacturers, consultancy firms and big brand names – we share your passion for delivering levels of service that do nothing less than DELIGHT your customers – every time.
Typical content includes:
- Values and Beliefs - threading company values through a customer service strategy
- Understanding the customer
- How customers behave and make decisions - how to spot and manage behavioural traits
- ”The customer journey”
- Defining the process for customer service - Do’s and don’ts!
- Eliminating bad habits
- Telephone Skills
- Using your company values to drive professionalism over the phone
- Open and Closed questions - when to use which
- Professional manner - what is it?
- Active Listening techniques
- Dealing with difficult situations
- Dealing with people who speak another language
- Dealing with customers on a face to face basis
- Creating a Customer Charter
- Aspirational Brands – and how they are perceived
- Using social media to engage with customers
Workshop features
- Includes TEAM REPORT combining participant questionnaire and facilitator feedback
- Identifies tangible steps to improve your team immediately
- Can be linked with Business Team Building formats such as Team Challenge and Filming Formats
- Running Times - Full and half day
Let's build a great team
Call us now on +44 (0)1905 330660 or email us through the form below to get started.
