Inom | Management Training Courses

Bespoke Customer Service Training

Delivering excellent customer service is vital if organisations want to develop good customer relationships, keep their existing customers and be ahead of the competition.

We provide bespoke customer services training. The aim is to instil a positive attitude to customer care issues and provide people with the skills they need to deal with the inevitable difficult situations that arise over the phone or face to face. All our sessions are bespoke but examples of the content are shown below.

Please contact us for more information.

Excellent customer service at "your company"

What do we mean by "excellent customer service"? What does that mean at your organisation? And what does it mean for your customers? There must be a clarity of view and purpose so that everyone has a common understanding of what is expected.

The outcomes of this workshop are:

Understanding what excellent customer service looks and feels like
Understanding the key elements of customer service
How could we be criticised and where do we need to improve?
A greater sense of commitment to delivering excellent customer service

This session is specifically tailored for your business. Please contact us for more information.

First impressions

The first impression that a customer has of an organisation or person is absolutely vital, it can impact the rest of the relationship and their decision making. It takes very little effort to create a good first impression.

The outcomes of this training are:

Understanding of what makes a good impression and what doesn’t
Identifying where improvement can be made
Creation of a standard welcome
Greater personal commitment to making a great first impression

This session is specifically tailored for your business. Please contact us for more information.

Handling problems and complaints

A problem or a complaint is an opportunity to impress and retain a customer if handled well. Understanding the emotions involved and adopting the right attitude and approach to successfully resolving the issue is vital.

This session looks at techniques for successfully dealing with complaints and leaving customers pleased with the service.

The outcomes of this training are:

Accepting that no one is perfect and it’s often what we do when things go wrong that makes great customer service
Recognising and handling the emotions involved
A technique for dealing with people complaining
Building trust and maintaining the communication
Being a customer services professional

This session is specifically tailored for your business. Please contact us for more information.

Using good customer service to generate more sales

Doing business with someone who is an existing customer is much cheaper than getting a new customer. There is a real skill in using a good customer experience to cross sell other products in such a way that you are enhancing the customer service.

This session looks at how customer services people can generate sales without coming across as a pushy salesperson.

The outcomes of this training are:

Building rapport
Helping customers to identify their needs correctly
Presenting an acceptable solution
Being seen as adding value for the customer
Increase your influence and impact

This session is specifically tailored for your business. Please contact us for more information.

Our approach

Get people to think how they like to be treated.

We run our customer service training in a very interactive way, more like a participative workshop. We get the participants to identify their good and bad experiences of customer service and then relate that to the service they are giving to their own customers.

We then introduce a number of techniques to improve their ability to empathise and deliver a better level of customer service to their customers.

Our philosophy

The customer experience is unique to your organisation.

With products and services being very similar, customer service is one way you can distinguish your business from the competition; but each business is unique. What is regarded as good customer service can be very different from company to company.

The training we run is very interactive therefore it is important someone attends who can agree what is acceptable at your company. For example, some attendees may think that excellent customer services is making friends with the clients and then chatting to them for 20 minutes.

This however, may not be acceptable to the management and there may be a requirement to deal with all calls within 3 minutes etc. There needs to be someone attending who can arbitrate on these matters.

Example customer service programmes we have run for clients

These programmes have usually consisted of a series of training sessions and workshops linked together, but each programme is designed individually to achieve the outcome wanted:

Techniques for a call centre to increase their customer service rating by creating the right first impression, building rapport and empathy with the customers, and handling difficult situations over the telephone.
Using good customer service to generate more sales. Getting the customer services staff to increase the sales by building good relationships, understanding the customer needs better and providing advice to customers. By providing excellent customer service they can influence the sales process and actually help the customers buy more.
Instilling a positive attitude towards customer service and providing customer service skills. This is to improve the ability of the staff to provide customer care and for the staff to understand that customers are not an intrusion, they are the business, and staff must do all they can to provide excellent customer service.

Client testimonial

"May I take this opportunity to thank you for the excellent customer care training that you provided to my staff this week.

They are taking immediate ownership of customer enquiries and asking open questions to ensure that all issues are resolved at the first point of contact. I am also delighted to note that they are building on the strong rapport created by identifying opportunities to cross-sell additional policies once they have resolved the customer's original issues.

My staff that are newer to the industry found your training to be a valuable source of new skills and those of us that are more experienced found it to be a useful refresher.

I was impressed by the quality of the training you delivered and I am pleased to advise you that I have recommended your services to a business partner."

Operations Director, Insurance Brokers

Bespoke Customer Service Training

Excellent customer service at "your company"

First impressions

Handling problems and complaints

Using good customer service to generate more sales

Our approach

Our philosophy

Example customer service programmes we have run for clients

Client testimonial

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