These two words cover so much.  Answering questions.  Solving problems.  Fixing what’s broken and finding what’s lost.  Soothing the irate and reassuring the timid.  And sometimes, performing the corporate equivalent of pulling a rabbit out of a hat!

Delivering excellent service takes more than simply being courteous.  It means creating a memorable experience for every customer – every time!  It means meeting expectations and satisfying needs in such a way that you’re seen as easy to do business with.

It’s no longer enough to just serve customers.  

People don’t want to feel like they are part of a routine transaction.  They want to feel special. Expectations have changed – dramatically!  Customers are more educated and sophisticated plus have higher expectations than ever before.  They perceive service in their own idiosyncratic, emotional way. In addition, customers are spoiled for choice and can pick and choose based on many factors.   There’s many products or services like yours for people to choose from.

So, how do you stand out from the crowd and get more eyes (and hearts) on you?

It’s vital that all staff, whatever their position, understand what sets mediocre, good and fantastic service apart.  Therefore it’s vital that employee skills and attitude towards service are constantly updated.

Customer service can make or break your business. For many consumers, this is one of the most important aspects of whether they will continue purchasing products or services from a brand. In fact, in one 2020 survey of several thousand customers, 90% of respondents use customer service as a factor in making a purchase decision.

In other words, poor customer service could lose customers.  Good service has customers spending more, more often and they are likely to recommend your brand.

If you don’t take good care of them, someone else will!

It’s easy to think that customer service skills are something an employee either has or doesn’t. But that’s not true. Customer service skills can be learnt like any other.

In this content rich training, your staff will learn practical and proven systems for improving customer service at every touchpoint.  

Skills like how to:

• Build rapport almost instantly
• Use listening techniques that really make a difference
• Uncover customer needs
• How to calm down angry or difficult customers
• Improve communication skills including verbal and non-verbal skills
• Positively change customer perceptions
• Win back disgruntled customers
• Deliver the type of service that makes people keep coming back and talking about your company to friends and colleagues 
• Keep a “customer first” attitude all day – even on the challenging days when they’d really like to do something else!

Each training is tailored to meet your needs, so we have nothing “off the shelf” or “one size fits all”.  It might be a 2-hour presentation, a full day training or 1:1 sales coaching.  It depends on what you need.  Finally, we offer the full costing for your consideration.

Call Wayne on 0419 831 373 to discuss your customer service training needs.