GREAT Customer Service

A unique one- or half-day customer service training programme – ‘virtual’ or ‘classroom’ based for groups of 12.

*SUMMER BIRTHDAY PROMOTION – at least 10% off for bookings made by end of August and an extra 10% off for deliveries before end of August 2023*

Maximum Performance and The Customer Service Training Company take an emotionally intelligent approach to customer service training.

In our digital, ‘results now’, ‘always on’ and ‘click here’ world, it’s easy to lose the emotionally connected experience that customers want. Studies show that 70% of customers spend twice as much with organisations they have an emotional connection with, so we lose that connection at our peril. Yet more and more organisations are doing just that. Another survey shows that 59% of consumers feel that organisations have lost touch with the human and emotionally connected side of customer experience – and that number’s growing.

So, yes, it’s important that customers have their issue put right, their problem solved or their question answered – but the biggest differentiator is how the customer feels while that’s going on. Did they feel valued? Listened to? Reassured? Was there an emotional connection?

And that’s our starting point with the GREAT customer service programme. It gives a structure for an emotionally connected, loyalty-inspiring, trust-building customer conversation:

Greet– A warm welcome, building trust from the beginning:‘I’m here for you’

Recognise needs– Recognising what the customerreallyneeds:‘I will help you.’

Empathise– Displaying genuine empathy and attuning to the customer:‘I understand you’

Act– Acting with accountability and owning the customer’s issue:‘This is what I’ll do…’

Thank– Thanking with sincerity and ending on a high:‘I’m happy I could help you today’

How will it help?

This programme inspires behavioural change. It will help your people acquire and develop the skills they need to:

• Warmly greet the customer – building trust from the beginning
• Recognise what the customer really needs – through asking curious questions and really listening to understand
• Attune to the customer’s communication preference – so that they can truly empathise
• Demonstrate accountability and how they will ‘own’ the customer’s issue or question
• End every interaction on a high – with a personal and memorable goodbye

What happens in it?

This is a very practical, interactive session. The style is very facilitative – structured explanations when needed, otherwise very conversational, with a heap of activities and video clips. As a participant, you’re never more than 15 minutes away from the next activity. You won’t be bored

Is there any follow-up?

To help you embed the training we’ll give you our ‘GREAT coaching toolkit’ – a 32-page booklet for your team leaders and line managers, full of practical coaching strategies they can use in the moment, in a team meeting, or in a one-to-one.

The toolkit is easy to use and gives highly practical coaching questions and activities aligned to each skill so that your line managers can provide focused, awareness-creating, skills-building coaching as soon as your people return to their role.

What’s the next step?

Give us a call to talk it through. Decide what’s the best approach for your organisation. Agree a budget. Have a chat with the trainer. Discuss the practicalities. Pick a time, date and place. Sign on the dotted line (you’re not committed until then). And, if you’ve got any questions at any point, we’re here to help.

FEEDBACK

See what participants have said about this programme recently:

• Amazing and eye-opening!
• I loved this workshop, it was definitely not what I expected. I enjoyed the immersive side of it and how Jamie got everyone involved and had us mix with other groups. I learnt a lot and will adapt this new knowledge.
• Definitely worthwhile
• Jamie was fun and engaging and the course was actually interesting and gripping. I’ve done several customer service courses before and they tend to be exhausting. Not so with this one. Thanks Jamie!
• I loved learning about behaviour styles – this was an eye opener on how to improve customer service with each customer we speak to.
• It was reassuring to know the customer service we are providing was good. It was great to take it to the next level and understand the behavioural side of customer service, which will really help us improve our service.
• Great course, informative and very helpful.
• Love Scott. He is chilled and easy to talk too.
• Scott is a great personality and is very knowledgeable.
• Scott was great, he was very informative and also took the time to learn our names and make that personal. He definitely knows what he is talking about.
• Brilliant!
• Great guy, knowledgeable, loves what he does and keeps everyone engaged.
• Brilliant learning.
• He’sawesome. Brilliant man and very smart.
• He’s the right man for the job. Very entertaining and a good teacher.
• Incredibly funny, kind and made the experience for me, was happy to answer any questions and he got everyone involved.
• Brings the energy and is really engaging.
• He understands you and is amazing with his words for you to understand 100%.
• He wasabsolutely fantastic. He took us through all the content and explained each part as a simply as possible which made it a breeze to understand. He was also very supportive if you did not quite get it and answered all the questions we had. He also helped improve some of our Textexpanders which we use daily to provide a higher level of customer service.
• Really helpful, answered any questions we had, went out his way to help us, made the training personal to our business and customers. Super friendly and a great trainer.
• Very knowledgeable and engaging; there wasn’t a dull moment.
• Fantastic!