brilliant customer service core training course 2a

Brill!antCustomer Service

[email protected] 0203 289 7704 / 07783 369 499


Main Course Outline

Brilliant Customer Service Ltd

38 Mill Street, Bedford, MK40 3HD

http://brilliant-customer-service-training.com/

mailto:[email protected]

http://brilliant-customer-service-training.com/


www.brilliant-customer-service-training.com 0203 289 7704 / 07783 369 499

Brilliant Customer Service has a ten year proven track record of delivering great live training courses.We have trained thousands of staff in hundreds ofdifferent organisations in all parts of the World.We have a network of experienced and experttrainers in all parts the UK and beyond.

Brilliant Customer Service

One-day main training course


Kaizen Follow-Up Workshop


Live coaching at the desk


Service with a sale / Sales improvement

Skills Workshops


Email and On-line Writing SkillsBrilliant Customer Service

Advanced Telephone Skills


Face to Face Customer Skills


Complaint Handling Skills


IT and technical support skillsBrilliant Customer Service

Premium Hospitality and luxury goods

‘This day really madeus see that training isthe way forward for

our company.’

‘It just opensyour mind in a

very shortperiod of timeto things that Icertainly did

not see beforethe course.Excellent.’

‘Very interestingcourse whichwas explainedfully with somefun and banter.’‘Encouraging

training sessionthat boosted myenthusiasm to

achieve praise formy customer

care.’



Brilliant Customer Service Core Training CourseThe course has a simple objective:

“…to raise customer service and supportstandards by instructing, equipping andinspiring participants to delight allcustomers at every opportunity.”

Key learning points include:

1. Establish the standards, systems andskills that can make every customer feelspecial – face to face, on-line, by email oron the telephone.

2. Use a range of best-practice customerservice techniques, tools and skills todifferentiate your service and delightevery customer first time, every time.

3. How best to change and vary your serviceapproach based on customer need,spend and personality.

4. Identify different customer needs andsituations quickly and effectively; fixingthe customer and problem equally.

5. Understand how to manage customerexpectations and deliver more than youpromise, consistently and deliberately.

6. Maintain a positive attitude throughout theday and develop your service skills to anew level of professionalism.

7. Satisfy complainers, calm upsetcustomers and regain goodwill.

Plus any specific objectives you might have inaddition to these.

Who should attend?All customer service, technical and supportstaff, managers and team leaders who supportor work with either internal or externalcustomers. The course is suitable for allsectors – large and small organisations,private and public sector.

Business benefits

Satisfied customers are more loyal, spendmore money and more likely to recommendyou. Delivering brilliant customer service isalso more efficient can save time, money andenergy. Other benefits include improved staffmorale and improved customer retention.

Benefits for attendeesMore confidence in dealing with all types ofcustomer situation, plus new skills andtechniques to help them achieve more successand positive customer experiences. A uniquefeature of the course is that it addresses boththe service standards and skills people use inaddition to their technical knowledge.

A SPECIAL courseThe course features the SPECIAL model:

Speed and TimePersonal and personalisedExpectations – manage and exceedCompetence and courtesyInformationAttitudeLong-term relationship and follow-through

Each of these points is related explicitly to thejobs the course participants do and theirinteraction with customers on the telephone,face-to-face or via email.



Brilliant Customer Service Training Course Outline...

Six brilliant course main modules.1. Rock and Role Models2. The SPECIAL approach3. Metrics and measures4. Calmer chameleon5. Best practice communications6. Problems into opportunities

Rock and Role-Models Personal objectives and introduction Real-life good and bad service examples Benefits of Brilliant Customer Service

The SPECIAL approach Customer service psychology How to make every customer feel special Qualities of customer service and support

‘superstars’ Building a customer-focused culture

Metrics and measures How to best to measure your customer’s

service experience Gaining feedback from customers SPECIAL skills assessment model Defining your added value through service

brilliance

Calmer Chameleon How to best to vary your approach to

different types of customers. Why some customers are more important

and ‘difficult’ than others Developing a Brilliant Customer Service

‘personality’

Best practice communicationsThe ten most important do’s and dont’swhen communicating with customers: Using the telephone effectively to delight

customers In writing, email or on-line Face to face and with colleagues Phrases and techniques; tips and tricks Managing expectations and working with

your internal customers and colleagues

Problems into opportunities How to use preparation and previous

experience to avoid problems. Using the GREAT FUN model to fix

recurring problems and dissatisfaction. Real-life examples of how best to react,

resolve and regain trust when mistakes orproblems occur.

Pulling it all together Action plan and learning Diary

Plus... Pre course questionnaire for

personalisation of learning and examples Action plan for better follow-up Certificate of attendance Free copy of the book “SPECIAL” Access to on-line video library and free

newsletter

The course includes regular discussion,planning and other practical exercises todevelop the skills and methods presented.Presentation and exercises will be tailored tospecific situations from participants’ work. Thestyle is up-beat, informative and motivational.



The ‘Brilliant’ approach

‘Brilliant customer service!’ is a very

practical one-day workshop, designed to

raise an organisation’s customer service

levels by instructing, equipping and

inspiring its people to delight its customers

at every opportunity. The programme is

equally applicable to the public, private and

voluntary sectors. It can be adapted to an

organisation’s specific needs and the

examples used can be very specific to the

organisation. The programme can be

delivered in a number of versions to suit

different audiences and situations, eg:

The core one-day programme

(which addresses the full range of

customer interactions)

Internal customer service

For managers, supervisors and

team leaders

For all employees, including back-

office and operational staff

Non-commercial – public sector

organisations, medical, teaching, etc.

All course participants leave the day with a

personal action plan for raising their level of

customer service, which we usually (ie, at

the organisation’s discretion) help them

implement by emailing them ten follow-up

coaching newsletters over the following ten

weeks (more on this later). This is one

training course they are not going to forget!

They will also get 12 months free access to

the Brilliant Customer Service Online video

library, with lots of videos and articles

around the topics from the course.

Tried and tested, all the courses have been

developed and refined over the last twenty

years by Graham Roberts-Phelps, a leading

customer service and sales trainer with an

international reputation. He has personally

delivered the programme to more than

30,000 people in the UK, Europe, the

Middle East and Africa.

The latest version of the course materials

was developed by Graham Roberts-Phelps

who also created and designed the original

training, learning activities and customer

service models. He is now building a select

team of expert trainers based around the

UK.


[email protected] 0203 289 7704 / 07783 369 499

Unique content and learning formatEach Brilliant Customer Service Training

programme focuses on the customer

experience in the morning via a series of

discussions, activities and exercises. The

learning objectives for the morning are to (a)

help participants understand what

constitutes brilliant customer service and (b)

give them a framework (the SPECIAL

model) for delivering it. ‘SPECIAL’ is a

mnemonic that underpins the entire ‘Brilliant

Customer Service proposition:

Speed and TimePersonal and personalisedExpectations – manage and exceedCompetence and courtesyInformationAttitudeLong-term relationship and follow-up

Any failing in customer service is a failing in

one or other of these seven areas, so this

session gives the essential framework for

understanding what brilliant customer

service is all about. This session can be

tailored to link in with a client’s own value

statements, behaviour framework and

service standards.

The afternoon session then concentrates on

the communication skills required to deliver

brilliant customer service. This session can

be made specific to the client’s environment

by using tailored examples, case studies,

scenarios and activities; sometimes this is

based on the client’s briefing to the trainer,

sometimes on the results from a

questionnaire sent to all staff, and

sometimes on sample job descriptions,

problem scenarios, complaints letters,

compliment letters, etc.

All the Brilliant Customer Service

programmes conclude with an action

planning session which asks the

participants to identify the main points and

actions they are taking away from the

session, plus the things they will start,

continue and stop doing as a result of what

they have learned during the day. These

action plans can either be collected for

review and re-issued or left with staff to

discuss with their line managers.

Please get in touch for more information:

[email protected]: 07515 851691Brilliant Customer Service Ltd38 Mill Street, Bedford, MK40 3HDAll content copyright Brilliant Customer Service Ltd.




brilliant customer service core training course 2a

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