Delivering customer service excellence
How a business interacts with external and internal ‘customers’ and ‘suppliers’ can be the difference between market-leading success, and abject failure.
Whether it’s customer-facing teams such as post-sales support, credit control and help desks or teams that manage and support the internal customer, it’s imperative that all employees deliver service excellence.
Organisations that focus on customer service excellence succeed when they help employees to:
Interact in a positive professional manner
Understand and exceed customer expectations
Maintain composure and objectivity when handling awkward customers
Take responsibility for resolving tasks and requests
Identify how to convert complaints into opportunities
We create and deliver bespoke customer service excellence programmes
Our Customer Service Development programmes are designed to work for all aspects of your business, we are able to achieve this because we customise the learning we facilitate to perfectly meet your needs.
When creating the best Customer Service programmes, we focus on understand your existing approach to service, how you engage with your customers. We then explore with you what service culture you aspire to have, so we can determine what approach will deliver your service vision.
We work with your employees, helping them to become:
→ Practitioners of service excellence
→ Able to effectively communicate in difficult scenarios
→ Understand and exceed customer expectations
Whether it’s enabling the helpdesk to respond more effectively, ensuring outstanding invoices are paid quicker or even identifying new sales opportunities from existing customers we provide client-specific development solutions that deliver results.
Customer case studies
We’ve helped 100’s of businesses to positively change mindsets, behaviours and attitudes of individuals and teams within the workplace. Here is a selection of our real customer case studies.
ILM Approved Centre and qualifications
For those organisations that are keen to offer nationally recognised qualifications, We are proud to be an accredited ILM Centre of excellence, providing Level 2 – 7 management & leadership qualifications, which are tailored to your organisational needs.