Overview

As customers have become increasingly demanding over the years, their expectations for better quality products have grown. However, the proliferation of similar 'me too' products on the market has led to a recent shift in focus on the part of customers. The differentiating factor is now the service received, and quality is increasingly used as a means of measuring standards of Customer Service.

Our programmes explore and develop the dynamic between your company, your customers and those in customer-facing positions in your team and company, so that the level of customer care provided is consistently high and serves as a differentiated competitive advantage.

Branded Customer Service

To most customers, the telephone operative is the only point of contact with the company. In view of this, the operative assumes the role of representative of the company, whose function is to provide a positive and seamless customer service that is professional, responsive and efficient.
This programme equips ‘the company ambassador’ with the expertise and skills necessary to ensure a quality service experience.
Training can be accredited to NVQ level 1,2 or 3 if required. Learn more about this programme

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Customer Experience

As face-to-face customer contact is more memorable than a telephone call, it is vital that those in direct customer-facing positions are suitably equipped to offer a seamless, quality service experience. They must also understand that the company's image, reputation and, ultimately, success lies in their hands.

This programme will enable your team members to value their role as 'company ambassadors' and provides an understanding of the tools and techniques required to be customer-sensitive employees.Learn more about this programme

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Customer Relationship Management

In order to provide customers with an optimal sales and service experience at every point of interaction with your company, it is necessary to be able to understand and provide your customers with what they need and want. Customer Relationship Management is regarded as a vital weapon in the battle to retain customers and strengthen relationships.

This programme has two purposes – first, to enable staff and management involved in client contact to sharpen their skills, and second, to equip them with tools for improving customer service. Learn more about this programme

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Front-Line Customer Service

Managing customer service representatives is key to improving levels of customer satisfaction and therefore retaining existing customers and increasing referrals.
This programme will help you understand management issues related to customer service to ensure that your CRM efforts are a success. You’ll address such areas as planning the CRM initiative, restructuring your management processes, choosing the systems to support customer service and measuring their impact to determine if your efforts were effective. Learn more about this programme

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Managing CRM

Branded Customer Service is the transfer of the product or service brand to the behaviours demonstrated by staff in all interactions with customers – both internal and external. It can improve your company’s reputation and thus maximise brand loyalty on a significantly higher scale.

This programme can be used to shape the recruitment, selection and training process to ensure all customer-facing staff and management display the traits and characteristics which enhance the brand. Learn more about this programme

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