Customer service

80% of employees reckon they give great customer service. Only 8% of their customers agree.

When business leaders spend so long (and so much) debating the ‘customer journey’ and so little time supporting their employees to make it happen, it’s little wonder.

The key lies in engaging everyone up, down and across the organisation to turn to face the customer and take them on a journey from deluded to devoted.

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To discover more about how we can help turnaround your service, get in touch.

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Customer chemistry
By understanding and taking control of our emotions, we can create chemistry with our customers so that we both have a nice day.

Participants will:
  • Understand the role emotions play in every interaction with their customers
  • Recognize the little things they can do to meet their own and their customers’ emotional needs
  • Identify the different types of customers they encounter on a daily basis, and what is important to them
  • Learn how to control their emotions when things go wrong and tempers flare

Available in these formats:

Workout
Action-packed 90 minutes, instructor-led in a classroom for up to 20 people.
Virtual
Action-packed Virtual Workout, instructor-led, online, 100 minutes for up to 12 people.
Go large
High energy experience for groups from 50 to 1,500.
Workout pro
Immersive 180 minutes, instructor-led in a classroom for up to 20 people.
Get to the crux
Hone your detective skills to uncover what it is your customers really need.

Participants will:
  • Understand the difference between customers with active and latent needs
  • Recognize when they operate on autopilot and when their brain takes shortcuts
  • Explore how to focus their attention completely on the present moment
  • Practice using a simple model to make sure they follow the right line of inquiry
  • Harness their powers of deduction to dig deeper and get to the crux of the issue

Available in these formats:

Workout
Action-packed 90 minutes, instructor-led in a classroom for up to 20 people.
Virtual
Action-packed Virtual Workout, instructor-led, online, 100 minutes for up to 12 people.
Go large
High energy experience for groups from 50 to 1,500.
Workout pro
Immersive 180 minutes, instructor-led in a classroom for up to 20 people.
Great feedback
We explore how we can use positive and negative feedback to reinforce or change the behavior of others.

Participants will:
  • Explore the power of praise in changing people’s behavior
  • Try out a high impact five-step processes for giving ‘positive’ feedback and for giving ‘improvement’ feedback
  • Consider what can go wrong when they give feedback (e.g., the other person claims to agree with it but they suspect they don’t really) and what to do when this happens
  • Agree on the challenges about giving feedback to people with more power and come up with some tactics to overcome them
  • Plan how to give great feedback in a particular situation that they can anticipate

Available in these formats:

Workout
Action-packed 90 minutes, instructor-led in a classroom for up to 20 people.
Virtual
Action-packed Virtual Workout, instructor-led, online, 100 minutes for up to 12 people.
Go large
High energy experience for groups from 50 to 1,500.
Workout pro
Immersive 180 minutes, instructor-led in a classroom for up to 20 people.
Managing expectations
We can avoid disappointment by making expectations explicit and communicating changes as they happen.

Participants will:
  • Understand how expectations are made, implicitly as well as explicitly
  • Reflect on when we set expectations too high or low and what happens as a result
  • Understand the errors people make when setting expectations and how to avoid them
  • Look at how to alter expectations and manage opinions

Available in these formats:

Workout
Action-packed 90 minutes, instructor-led in a classroom for up to 20 people.
Virtual
Action-packed Virtual Workout, instructor-led, online, 100 minutes for up to 12 people.
Go large
High energy experience for groups from 50 to 1,500.
Workout pro
Immersive 180 minutes, instructor-led in a classroom for up to 20 people.
Show me the value
Open doors, build credibility and secure budget by uncovering, creating and communicating value.

Participants will:
  • Understand what value really means
  • Learn how to uncover value by comparing their offer with what the customer really wants
  • Practice creating more value by reframing or refocusing
  • Discover how to demonstrate real results that will close the deal
  • Explore ways to convey value using cold, hard figures

Available in these formats:

Workout
Action-packed 90 minutes, instructor-led in a classroom for up to 20 people.
Virtual
Action-packed Virtual Workout, instructor-led, online, 100 minutes for up to 12 people.
Go large
High energy experience for groups from 50 to 1,500.
Workout pro
Immersive 180 minutes, instructor-led in a classroom for up to 20 people.
Sense and credibility
Customers are all looking for the same thing: someone who speaks sense and oozes credibility. Get this right and the course of customer service will always run smoothly.

Participants will:
  • Recognize the benefits of turning off the sales-speak and instead becoming a truly trusted advisor
  • Spot the key opportunities where they can add to their customer’s experience, making their life easier and more positive
  • Learn seven practical ways to guide their customers with confidence and credibility
  • Practice the skills with their peers so they can use them effectively straight away

Available in these formats:

Workout
Action-packed 90 minutes, instructor-led in a classroom for up to 20 people.
Virtual
Action-packed Virtual Workout, instructor-led, online, 100 minutes for up to 12 people.
Go large
High energy experience for groups from 50 to 1,500.
Workout pro
Immersive 180 minutes, instructor-led in a classroom for up to 20 people.
Take the wheel
Crashes are inevitable if no-one’s in the driving seat. Give people the skills and confidence to take the wheel for themselves.

Participants will:
  • Recognize the benefits of ownership
  • Understand how taking responsibility adds value for their team, their organization and their customers
  • Identify their current levels of accountability
  • Explore the hazards that get in the way
  • Generate ideas for how to bridge these gaps and sustain a virtuous cycle of accountability

Available in these formats:

Workout
Action-packed 90 minutes, instructor-led in a classroom for up to 20 people.
Virtual
Action-packed Virtual Workout, instructor-led, online, 100 minutes for up to 12 people.
Go large
High energy experience for groups from 50 to 1,500.
Workout pro
Immersive 180 minutes, instructor-led in a classroom for up to 20 people.
Trust me
By doing the right thing in the right way you’ll soon find that people are turning to you as their trusted advisor.

Participants will:
  • Recognize the importance of trust, and the opportunities it can bring
  • Consider the five levels of trust and whom they’d like to reach a ‘trusted guide’ status with
  • Find out their default style when it comes to building trust
  • Explore the four key levers to building trust
  • Discuss ways to use these levers to build trust with different people
  • Consider the behaviors associated with individuals who establish trust in their relationships
  • Work through the blocks to applying these behaviors in the workplace

Available in these formats:

Workout
Action-packed 90 minutes, instructor-led in a classroom for up to 20 people.
Virtual
Action-packed Virtual Workout, instructor-led, online, 100 minutes for up to 12 people.
Go large
High energy experience for groups from 50 to 1,500.
Workout pro
Immersive 180 minutes, instructor-led in a classroom for up to 20 people.

Learn more


Tell the top the bottom line is happy shoppers
Press
Paying attention: how to take your customers from deluded to devoted
Whitepaper
First class service at Santander
Case study