Customer Service Excellence Training
Course Overview
Is it time to Transition your Customer Service Team from transactional interactions to becoming Trusted Advisors for your clients?
At SCT, our comprehensive Customer Service Excellence Training goes beyond Technical Skills. We prioritise Emotional Well-Being and empower your Team to forge deep Customer connections. Furthermore, we equip them to adeptly navigate the challenges of the role while maintaining a keen focus on achieving mid and long-term Sales Goals.
This transformation not only strengthens Client Retention and Up-Selling Opportunities but also cultivates Brand Ambassadors who enthusiastically represent your business.
Key Topics
Emotional Intelligence
Cultivating emotional intelligence to enhance Customer interactions.
SLI Awareness Impact
Boosting commitment by understanding the vital role of Service Level Indicators (SLIs) in shaping Customer satisfaction.
Efficiency-Driven Quality
Mastering the Art of Delivering Swift Solutions while upholding Service Excellence Standards.
Impactful Customer Engagement
Leaving a lasting positive impression on Customers.
Fostering Positive Customer Connections through Effective Language
Exploring the influential role of positive language in enhancing Customer interactions.
Self-Care Techniques
Equipping your Teams with the right Strategies to Manage Stress and maintain Well-Being.
Empathy and Understanding
Connecting with Customers on a human level.
Problem-Solving and Conflict Resolution
Handling complex issues while preserving Customer satisfaction.
Customer-Centric Approach
Prioritising the Customer's needs in every interaction. Setting Boundaries and Managing Expectations well.
Continuous Improvement
Fostering a culture of Excellence and Continuous Learning.
Crisis Management
Responding effectively in challenging situations.
Businesses that deliver better customer experiences obtain increased revenues betweenÂ
4%Â
to
8%Â
Benefits
Our Customer Service Excellence Training not only enhances Client Retention and Up-Selling Opportunities but also focusses on achieving and sustaining high SLI’s.
Other benefits include the positive impact of well-trained Customer Service Teams on your ability to implement Price Increases, for example…
When clients have positive experiences, they are more likely to accept price adjustments with understanding and less resistance. By fostering emotional connections and enhancing communication, your Teams can:
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Drive Repeat Business,
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Boost Customer Loyalty,
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Increase Up-Selling and/or Enhance Cross-Selling,
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Maximise Lifetime Value and ultimately feel so much better for it.
