Customer Service Training

Our bespoke customer service training courses

Giving world-class customer service is no accident; when companies offer consistently excellent customer service it is most often a result of their intelligent effort to ensure their people see themselves as customer advisors, regardless of job title.

Our customer service courses are not like others; we work with organisations and their employees to get to the root cause of poor customer service, that of not understanding and thus not meeting customer expectations. 

We believe in 'PURPOSEFUL' customer service, which is means making sure we understand customer expectations so that we can take purposeful action and create memorable experiences.

On our training participants create targeted action plans, taking them back to your organisation and implementing them to make real changes that directly impact on your customers’ satisfaction levels. The attitude of service as a purpose is contagious, delegates will take actions that align with the purpose of delighting customers and creating increased customer loyalty.

What our courses cover:

TSW's customer service courses get to the heart of service mastery, that of understanding, anticipating, meeting and exceeding your customers’ expectations.

Engaging in collaborative activities, participants will be developing a better understanding of what their customers expect at key touchpoints (moments of truth) in your business.

We will equip your employees with the skills needed for customer service, and an understanding that they need to leave every customer feeling positive about their experience. 

Participants will practice customer service techniques to help them better understand their customers, find opportunities to add value and take actions that create memorable experiences.

When working with your organisation we will be using the acronym LEAP as a guide for employees:

• Listen - Listen & watch for opportunities to ‘Wow’ a customer
• Empathise - Putting yourself in the customer's shoes
• Attitude - Choose your Attitude at every touchpoint
• Planning - Make plans and commit to purposeful action at all touchpoints

Action plans created throughout the day will accompany your employees back into the workplace and provide a bridge from learning to practice, deployed to have a direct and measurable impact on customer satisfaction.

Who are these courses for?

This programme is for any person in an organisation that has to deal with people, whether they are internal customers (colleagues) or external customers. Our service training courses aren't just for customer service advisors or professionals, they are for any person, at any level and in any sector. 

Activities are designed so that every participant considers the content in the context of their own roles and organisation, thus ensuring its relevance and impact.

We provide strategic and operational level courses, providing the top-down skills needed for customer service excellence.