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 unlike 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 means ensuring we understand customer expectations to take purposeful action and create memorable experiences.
In our training, participants create targeted action plans, take them back to your organisation and implement them to make real changes that directly impact your customers’ satisfaction levels. The attitude of service as a purpose is contagious; delegates will take action to delight customers and create increased customer loyalty.
...thousands of organisations and individuals to deliver their training courses and qualifications.
Here are just some of the businesses we have worked with..
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.
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:
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.
There is no formal assessment for this course. You will receive a certificate of attendance on the final day of the course.
This course can be delivered exclusively for your organisation, in any location or virtually through Microsoft Teams or Zoom.
At TSW we pride ourselves on the expertise and quality of our trainers and consultants. Each is chosen for their working experience and hard-earned knowledge. Here are just some of our trainers for this course:
At TSW, we recognise that each organisation has unique needs. That’s why our in-house training programmes aim to address your specific challenges and objectives. To do that we ensure that the training content is directly relevant to your team’s roles and responsibilities, making the learning experience more impactful and immediately applicable.
At TSW, we recognise that each organisation has unique needs. Our bespoke in-house training programmes are designed to address your specific challenges and objectives. This ensures that the training content is directly relevant to your team’s roles and responsibilities, making the learning experience more impactful and immediately applicable.
Training several employees via public courses can be both costly and logistically difficult. With TSW’s in-house training, you save on travel and accommodation expenses, and the overall cost per delegate is significantly lowered. This makes in-house training a cost-effective solution, particularly for larger groups.
TSW’s in-house training sessions are arranged to fit your schedule, minimising operational disruptions. Whether you prefer weekdays, weekends, or evening sessions, we can accommodate your needs. Conducting training at your premises ensures your team remains in a familiar environment, enhancing the learning experience and reducing downtime.
In-house training at TSW brings your team together, fostering better communication and collaboration. Employees can share experiences and build stronger working relationships. This not only boosts morale but also promotes a unified approach to problem-solving within your organisation.
Public training sessions can pose risks when discussing company-specific issues. TSW’s in-house training guarantees confidentiality, allowing your team to freely address and resolve internal challenges. This level of discretion is crucial for maintaining a competitive edge and operational integrity.
By delivering training in the workplace, TSW ensures that employees can immediately apply what they’ve learned. This immediate integration of new skills helps in retaining knowledge and enhances overall productivity.
In this section, you will find all of the questions we are frequently asked about this course. Still can’t find the information you are looking for? Send us an enquiry and we’ll get back to you.
To look after your customers and keep them coming back, you need to invest in the customer service abilities of your teams.
They must be focused on the needs of your clients and customers, but also continuously work on their empathy and practise communicating clearly and flexibly.
One of the biggest challenges is getting everyone on the same page so you have a shared service goal, but we’ll walk you through the process and tactics of achieving that during our customer service training course.
