This Workshop enables the Learner to understand just what WOW customer service means in the context of the sector that the Learner works in. Customer service is for internal and external customers as internal staff behaviour breeds behaviour and has an impact on the external customer.

The Learner will understand just what it takes to go the extra mile; by having the right attitude 24/7/365. The Workshop will include elements such as Never Say No, Even If You Have To, understanding customer values and beliefs and a toolkit of customer service tips and techniques and effective customer-centric verbal and non-verbal behaviour.

The Workshop also focuses on what differentiates your organisation’s customer experience and living the brand and its values, surpassing the customer expectations and turning complaints into feedback and an opportunity to improve. All this leads to a consistent, world-class level of customer service.

Every person in every role in the organisation provides customer service, whether they work directly with the customer as both the internal and external customer are involved. The benefits to the organisation are that everyone works together; departments do not work in silos to create a harmonious environment that the customers can consciously and sub-consciously see.

This Workshop enables the Learner to provide non face-to-face customer-centric solutions to be consistent in the brand image of their organisation, in a timely manner and in difficult situations. The Workshop will provide the latest thinking on what to do and not to do with different technologies i.e. telephone and email and provide a range of top tips for maximising the use of both.

The Workshop will focus on being professional over the phone and in writing via email and using the rights words, phrases, pace, engagement and understanding the query first time and avoiding the ‘pass the customer’ parcel between departments i.e. a one-stop shop for customer queries and complaints.

This Workshop will enable the Learner to focus on the 21st century thinking on giving a unique and truly differentiated customer service via telephone and email in a timely manner. The Learner will leave the Workshop with the key do’s and don’ts that make a real difference in developing a long-term customer loyalty at non face-to-face customer touch-points.