This course helps participants understand their role in this critical business function of customer care. It helps them to differentiate between good and outstanding customer service and understand how to use personal experience to deliver excellence. It will also show the value of their customers and the long term benefits of providing excellent customer service.
Click on the icons below to view details of the course in your chosen delivery method.
Module 1 (39 mins) Why Customer Service Always Matters
Customer Service is Important
Good versus Outstanding Service
Who is your Customer?
Module 2 (23 mins) Knowledge and Attitude
Knowing your Business
Attitude!
Key Learning Outcomes
Once participants have completed this programme, they will understand how to increase sales and customer loyalty by being an outstanding customer service professional. Specifically they will be able to:
- Show that they know the value of their customers and will know the long term benefits of providing excellent customer service.
- Differentiate between good and outstanding customer service and understand how to use personal experience to deliver excellence.
- Analyse who their customers are - internal, external and potential.
- Describe facts, features and benefits of products, promotions and business systems – and will have analysed competitive offerings.
- Understand how a ‘customer first’ attitude is a crucial competitive edge – and know how to keep it sharp.
Balance Learning Classroom Resource Packs have been designed to make it easy for trainers and line managers to deliver classroom sessions to help students develop skills and understanding. Each pack includes:
- A Workshop Guide
- Reproducible Student Handouts
- DVD or CD-Rom containing slides and video clips
For more information about our Classroom Resource Packs please click here.
The purpose of this workshop is to motivate participants to commit to delivering outstanding customer service, learn what the organisation expects from its customer service professionals, and gain self confidence.
Sessions include:
- Introduction
- Why Customer Service Always Matters
- Knowledge and Attitude: Knowing your Business
- Knowledge and Attitude: Attitude!
- Closing Session
Our unique three-step approach is the flexible blend of the above e-learning, CD-Rom or DVD learning with our dynamic classroom techniques and practical workplace activities. Our blended process is flexible and its components can be used in a variety of combinations.
This training blend can be scheduled and automated by our easy-to-use piece of software, The Balance Portal, which has an optional 360° feedback module. Alternatively, online components can be used within a SCORM compliant LMS.
During the Action activities, the emphasis is very much on helping the participant use opportunities within their normal working environment to implement their new knowledge and or skills. They will be building confidence outside the protected environment of the classroom sessions.
Participants are assigned Action Dimension™ Activities at regular intervals via email. This is the trainer’s opportunity to support the participants as they take the knowledge and skills they’ve learned and apply them to real workplace situations.
