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.
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.
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.
This course, and many courses like it, can be delivered exclusively for your organisation and staff.
All In-House projects begin with your initial enquiry. You will brief us on your requirements and provide us with the context of your organisation and the reason for the need. We always start with the end in mind - our goal in the initial diagnosis is to understand your desired outcomes; we will ask questions like:
Often, you will know exactly what you need for your organisation and have a course in mind - if we have a pre-designed solution that fits your need exactly then we can get straight to delivery arrangements.
Alternatively, you may be in a situation where you have identified a need and require advice to develop a solution; in this case, we will work closely with you to provide targeted solutions - whether we recommend a pre-designed or a fully bespoke solution you can rest assured that our goal is always to meet your objectives and provide a high level of return on in your investment.
Our virtual courses offer a live, interactive digital experience. Hosted by our expert trainers using Microsoft Teams, you will join your fellow learners in a virtual classroom enabling you to carry out group work, discussions, and activities.
You will retain access for up to 3 months after completing the virtual classrooms, enabling you to receive support from your trainer when you take the learning back to the workplace.
We don't currently have any public events scheduled for this course.
We are always adding new events to our calendar, so please register your interest and we may be able to schedule one to suit.