Customer Service Training

“Problems are solved on the spot, as soon as they arise. No front-line employee has to wait for a supervisor's permission.” – Jan Carlzon

No matter how carefully you have created your product, researched your market, built your databases and honed your prices, it only takes one bad experience from a front-line salesperson to destroy a customer’s faith in your company.

Good customer service is essential. The way your front-line staff treat your customers can put you ahead of the competition, and seal the deal.

A commitment to customer service must permeate your business. It must begin with a commitment from top management, and filter down through the whole organisation.

We will work with your top team to define your service offer, to learn how to live the company values and how to translate them into customer-facing action.

We will translate that learning into readily accessible customer-focused training for every person in the organisation, from the chief executive down.

We will support you in a review of your systems and processes – if it doesn’t ultimately make life easier for your customer, get rid of it because it’s costing you time, effort and money.

We will help you design and implement customer-driven systems that suit your people, rather than trying to hammer your people into systems that have not been designed around them.

In working with organisations, we make use of some highly regarded models and theory, such as the pioneering empowerment of front-line staff championed by Jan Carlzon, Faith Popcorn’s extraordinary ability to forecast emerging consumer patterns and the concept of the internal customer – where sections within the organisation are seen as customers of each other, and their internal customer service ranked as an indication of how good your external customer service is likely to be.

In our training workshops we use professional actors to bring situations in which they can either promote or hinder good customer relations alive for your staff, and to make them think about their own responses to customer needs.

Whether a customer comes away from their encounter with you feeling good or feeling bruised depends on how you and your staff identify, value, respect and understand them.

Give me a call and I'll be happy to talk about how we can help. Contact: Andy Firth at andy.firth@managementfutures.co.uk or on 020 7242 4030.