Customer Service Excellence

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"The goal as a company is to have customer service that is not just the best, but legendary." - Sam Walton

Customer service excellence is about achieving organisational success – enhanced revenue and increased profitability – by focusing on the aspect that will make the difference to your business: how you serve your customers.
Providing excellent customer service should be a way of life for organisations, part of the strategy, mission and values of your organisation and part of the mindset for each and every member of staff.
Too often, customer service is simplistically reduced to a 'process', or just a 'knee jerk' reaction when things go wrong.
Self Leadership International's customer service training equips participants to successfully implement and lead an empowered customer service function.

Customer Service Training

Participant will learn and practice how to:

• Understand the importance of customer service and the difference it can make to the profitability and success of the organisation
• Determine who your customers are and what you need to know about them to serve them effectively
• Get into the mindset of your customers – understanding customer service from the customer’s perspective
• Show the customer you value them – the art of listening actively
• Telephone and face-to-face etiquette standards - what to say and how to handle customers
• Manage and monitor complaints
• Inspire trust – people do business with people they trust - learn how to ask insightful questions to fully understand your customer’s needs
• Enhance your self-awareness and understand the impact of your interpersonal style
• Increase your self-confidence and learn how to deal effectively with dissatisfied and angry customers
• Practice and gain feedback on your skills through role playing real life situations
• Take action to make positive changes

Our customer service training can be tailored to suit the specific requirements of your organisation.
Customer service training can also be tailored to be delivered to different employee levels:

Senior Management	Focus on customer service leadership, culture, profitability and growth.
Middle Management	Focus on management of the customer service function through implementing processes, plus empowering and motivating staff.
Front Line Staff	Focus on enhancing personal capabilities for handling customers effectively and learning tools and methodologies for working in a customer-focused role.

Self Leadership International's customer service training is delivered in a highly interactive format through exercises, activities, case studies, role-plays, discussion, coaching and feedback.