Unlocking Customer Service: Mastering communication on and off the phone
Exceptional customer service isn’t just a luxury; it’s a fundamental pillar of success and every interaction with a customer is an opportunity. That’s why our one-day “Scrap the Script!” course is designed to empower your team with the essential skills needed to excel in customer interactions, both over the phone and in person. All to help nurture loyalty, build trust, and leave a lasting impression that sets you apart.
From the moment the phone rings to the final goodbye, every interaction holds the potential to deepen customer relationships, resolve issues, and elevate your brand’s reputation. Whether it’s answering the phone with confidence, managing demanding customers, or building rapport, our comprehensive course equips your team with the tools and techniques needed to navigate any customer scenario with ease.
Customised Training Solutions
With a focus on practical, real-world scenarios and hands-on exercises, our course goes beyond theoretical concepts to deliver tangible, actionable insights that drive results. Led by industry experts with years of experience in customer service excellence, our dynamic training approach ensures that your team not only learns the fundamentals but also gains the confidence to apply them effectively in their day-to-day interactions.
We understand that every business is unique, with its own set of challenges and objectives. That’s why when we run this in-house for your business, we can offer bespoke options that allow you to tailor the course to your specific needs. Whether it’s addressing common pain points, refining communication strategies, or enhancing internal team dynamics.
Join us on this transformative journey to unlock the full potential of your team’s customer service capabilities. Together, let’s elevate your brand’s customer experience from ordinary to extraordinary, setting new standards of excellence that leave a lasting impact on your customers and your bottom line.
Mastering Phone Interactions
From optimising inbound and outbound calls to structuring effective conversations, this module covers the art of greetings, active listening techniques, and the importance of asking the right questions to ensure meaningful interactions.
Understanding Communication Styles
Learn to decode communication styles, both your own and your customers, enabling you to tailor your approach for better outcomes and enhanced rapport.
Putting Demanding Customers at Ease
Discover strategies to handle challenging situations with finesse, turning potentially tense encounters into win-win outcomes for all parties involved.
Self-Care for Success
Explore techniques to manage stress, maintain composure, and cultivate a calm and collected demeanour, both in the workplace and beyond.
Responding vs. Reacting
Learn to remove emotional reactions from customer interactions, enabling you to respond thoughtfully and effectively to any situation.
Transforming Fear into Fun
Overcome phone-related anxieties by reframing negative perceptions (from F.E.A.R – False Evidence Appearing Real, to F.U.N. – Fortunate Upward Navigation), making phone interactions enjoyable and rewarding experiences.
Building Rapport
Delve into the nuances of rapport-building, mastering the physiology, tone, and verbal cues that foster meaningful customer connections.
Linguistic Prowess
Explore the power of language, discovering words that enhance communication and those to avoid for more impactful interactions.
The LEARN’T Model
Equip yourself with the tools to provide excellence in customer service, turning challenging moments into opportunities for stellar reviews. Spoiler alert: Your most challenging customer could become your most loyal advocate!
This course is designed for anyone in a client-facing role, including customer service teams, sales professionals, service industry staff, managers, business owners, and entrepreneurs. Whether you’re in retail, hospitality, healthcare, or any other industry, if delivering exceptional customer experiences is a priority, this course is for you.
Delivery Options
In-Person Open Courses
Build your own bespoke training programme
Talk to us about building a tailored programme of learning to suit your team's unique development needs.
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01392 409 198
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