The Customer Service Training Company

06/09/2022

To deliver a great customer experience, you need to understand what your customer really needs from you. Here are our three key tips:

1. Check your assumptions. Before you dive into process, tune into what is really going for your customer. What clues do you notice that tell you how your customer is feeling? How might your customer be seeing things? How might this change how you respond?

2. Get curious. Asking well-considered and meaningful questions helps you genuinely understand the customer, see their perspective and understand their motivations or what they need from you. So, ask at least one more question in your next customer interaction. This might be: How is this situation impacting you? How are you feeling about that?

3.Listen, listen, listen – avoid hearing just the customer’s question or query then going into auto-pilot. Stop and listen to the unsaid as well as the said.

30/08/2022

Sometimes customer conversations can get heated. It might be that the customer is upset, angry or disappointed. Or it might be that we inadvertently make it worse through the innate human response of fight or flight, the wrong choice of words or mismatched energy. And it may very easily be both!

But if we can make it worse, we can also make it better.

Our GREAT Diplomacy workshop will help your people to make better choices when the conversation gets heated, helping to reduce the customer’s emotion and making it easier to collaborate with them to find a solution. Find out more about this workshop here: https://thecustomerservicetrainingcompany.co.uk/programmes/great-diplomacy/ or call us today on: 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!

23/08/2022

If your people speak with lots of customers every day, the chances are there are times when they face a few ‘No’s’, or perhaps some complaints or challenges.

Over time their resilience can be eroded, diminishing positivity, performance and the service they provide.

Our GREAT Resilience workshop will give your team the skills to give great service, regardless of the outcome of the previous customer interaction. Find out more today, call us on: 01582 463464 or visit: https://thecustomerservicetrainingcompany.co.uk/programmes/great-resilience/

15/08/2022

It’s easy to slip into auto-pilot, writing stock responses to customers in formal, emotionless language. Yet customers want to know that organisations understand them and value them.

Our GREAT Writing session explains how to write engaging and high-impact communications that leave a positive and lasting impression on the customer, building trust and creating advocacy through the written word, whether that be by letter, email or chat. Take a look at the full course outline here: https://thecustomerservicetrainingcompany.co.uk/programmes/great-writing/ or call us today: 01582 463464

08/08/2022

Despite the many ways of contacting companies digitally, telephone support is still the go-to choice for many customers.

With easy service, fast resolution and direct contact with a human being a priority for many, it’s no surprise that 62% of customers still prefer to call an organisation.

Our GREAT Phone Calls workshop explores the specific skills that can make, rather than break, a telephone-based interaction. Find out more today, call us on 01582 463464 or visit: https://thecustomerservicetrainingcompany.co.uk/programmes/great-phone-calls/

02/08/2022

Many people view sales and customer service as different skills and different roles.

Whilst there are distinctions, simply ‘dialling up’ the core GREAT customer service skills can lead to a value-added, solution-focused conversation with the customer.

Our GREAT Sales Talk workshop will help your customer service team to unlock sales opportunities in their interactions with customers. Call us on 01582 463464 or visit https://thecustomerservicetrainingcompany.co.uk/programmes/great-sales-talk/ to find out more today, we're here to help!

25/07/2022

They say that money talks, but we often don’t like to talk about money!

Money conversations with customers can feel uncomfortable, whether you are talking about price in a sale or compensation in a complaint.

Our GREAT Money Talk workshop will help participants feel comfortable and confident having money conversations with customers.

Find out more about the course today, call us on: 01582 463464 or visit: https://thecustomerservicetrainingcompany.co.uk/programmes/great-money-talk/

19/07/2022

Our GREAT Customer Service Programme provides you with 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 customer really needs: ‘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!’

Find out how our GREAT customer service programme can work for your organisation, call us today on: 01582 463464 and we’ll be happy to talk it through with you – we’re here to help!

14/07/2022

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 our GREAT customer service programme. It gives a structure for an emotionally connected, loyalty-inspiring, trust-building customer conversation. Call us today on: 01582 463464 to find out more about the programme, we're here to help!

17/06/2022

A sincere, warm and memorable thank-you and goodbye should be different in every customer interaction, as all customers are different! Take a look at our latest article for two key tips to end your customer interactions on a high note 👇
https://thecustomerservicetrainingcompany.co.uk/thank-thanking-with-sincerity-and-ending-on-a-high-blog/

30/05/2022

Our GREAT Customer Service training programme takes an emotionally intelligent approach to customer service and helps inspire behavioural change.

Helping your people 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

We love to talk! To find out more give us a call on: 01582 463464 You can also visit our website 👇
https://thecustomerservicetrainingcompany.co.uk/

The Customer Service Training Company specialises in the design and delivery of world class customer service training programmes.
01582 463464