Duration
Half-day
Location
In-house
Availability
Good
Suitable for: All What does this mean?
On this course, we explore what great customer service means and what gets in the way of us achieving this every day.
We discuss how the focus on customer service leads to a virtuous cycle where everyone and the organisation benefits. We then tell you techniques that mean that you can operate at your best all the time, control how the customer responds to you and therefore increase your effectiveness as a person and as an organisation.
This course is a full day course run over two half days.
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What delegates will take away:
- A deeper understanding of what great customer service means
- A deeper understanding of the psychological impact of our behaviour on our customers
- Techniques to be able to manage unhappy customers effectively
- The importance of positive language
- A greater degree of self awareness and self regulation
- That you are far more in control of your conversations and customer responses than you think you are
- The importance of resilience and the outsize effect it can have on your productivity.
Who’s it for?
Anyone who is customer facing.
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Our trainers
Laura Bouttell is passionate about inspiring people, whether it’s to deal with that challenging customer differently, to go out for that first run or to take that creative writing course. Her mission in life is to empower people to become their best.
Laura is an ex-police officer, who has three degrees. She is a published academic author and editor.
As a result of her time policing in Chapeltown, her own business and her time at Oxford, Laura has seen the gritty side of life as well as the ivory towers and uses her experiences in these diverse fields to help you achieve your dreams.
Now Laura works with all levels of Leaders in Business to help them get the best out of themselves and those around them. She has worked with Leaders from the Co-op, Team Leaders from Asda, as well as many SMEs and owner-managed businesses that have gone from strength to strength.
Gavin Hutchinson is a veteran trainer with 22 years of experience planning, implementing and delivering training for HM Prison Service, Police Forces and Local Authorities. He is passionate and highly effective with outstanding success in delivering training over a variety of disciplines and fields.
He has a deep knowledge of behavioural change, motivational training and development across public and private sectors and thoroughly enjoys seeing the effect of his training on the participants. Gavin uses humour to allow participants to absorb the learning and his sessions are great fun.
We can bring this course to you.
If you have five or more staff interested our
in-house training offers great value for money.
Complete the form below and we’ll be in touch.