Discover how exceptional service - when thoughtfully curated and consistently delivered - can be achievable for your organisation.
For years, our unparallelled service standards have delighted customers throughout their journeys - and now, you can, too.
You'll be taken through systems and processes to elevate service standards - from adopting a service philosophy, improving the customer experience journey, to handling challenging situations and more.
Develop skills to engage the customer effectively and build brand loyalty.
What Learners Will Achieve
Customer Service
Consumer Touchpoints
Customer Analysis
Discover techniques to communicate effectively and build connections.
What Learners Will Achieve
Active Listening
Cross-Cultural Communication
Communication Styles
Discover conflict de-escalation and service recovery techniques.
What Learners Will Achieve
Conflict Resolution
Service Recovery
By learning to "hear the unspoken," participants will enhance their ability to provide exceptional service, fostering customer satisfaction and loyalty.
What Learners Will Achieve
Identify and understand the deeper intentions behind customer queries.
Demonstrate empathy and build stronger connections with customers.
Proactively address potential issues before they arise.
Create memorable customer experiences through personalised interactions.
Develop strategies to encourage customer-centric creativity within your team.
What Learners Will Achieve
Customer Service
Leading Service Teams
Guided through essential grooming techniques to enhance professional image.
What Learners Will Achieve
Identify their skin tone
Face Shape
Select Appropriate Colours and Hairstyles
Learn how to project a professional image that aligns with organisational guidelines.
What Learners Will Achieve
Self-Grooming
Business Etiquette
Oral Presentation
Explore aligning your service beliefs with organisational values while adopting a customer-oriented mindset.
What Learners Will Achieve
Customer Service
Business Communication
Participants will learn how to say "no" in a positive manner, master the 4 As of Apology, and develop techniques for de-escalating tense interactions.
What Learners Will Achieve
Communicate a refusal or denial in a way that is positive and solution-oriented.
Apply the 4 As of Apology (Agree, Apologise, Act, Appreciate) to effectively resolve customer complaints.
Utilise techniques to de-escalate tense situations and turn potentially negative interactions into positive experiences.
Demonstrate enhanced emotional intelligence when handling challenging customers.
Through a mix of lectures, interactive activities, case studies, and group discussions, participants will learn to effectively manage their Emotional Bank Account with customers.
What Learners Will Achieve
Demonstrate Personal Integrity and Ethical Behaviour
Build and Maintain Strong Customer Relationships
Enhance Communication and Reliability
Turn Challenges into Opportunities