Bravo! Customer Service Done Well

Course Length: 6 hours (1 day)
“BRAVO” is used to express approval that another person has done something well. It means job or performance well done and take a bow. Bravo is a shout of approval in applauding another that moved the person to want to say, “BRAVO!”

Bravo to you in customer service - you are often the voice or face of your organization and want to deliver service done well.

“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” - Walt Disney

Customer service expectations are ever changing. Customers want first call or online resolution; they don’t want to have to repeat themselves. They want a consistent experience and better interactions. They want their emotions to be understood and validated before being offered quick fixes. Customer service done well means understanding how to manage the emotions in the interactions, making the customer feel welcome and understanding the customers’ journey.

  • It takes 12 positive experiences to make up for 1 unresolved negative experience
  • 80% of companies say they deliver “superior” customer service, but when their customers were asked, only 8% think these same companies deliver “superior” customer service
  • 70% of buying experiences are based on how the customer feels they are being treated

  • To turn this around, participants will practice and understand how to use the five C’s:
  • Customer Experience
  • Customer’s Journey
  • Creating Consistency
  • Communicate with Confidence
  • Challenging Interaction

  • Learning Objectives:
    Specific learning objectives include:
    • Demonstrate a customer service approach and better understand the customer's journey.
    • Understand behaviours and how they affect the behaviours of others..
    • Demonstrate confidence and skill in the way they communicate.
    • Apply techniques to deal with difficult interactions
    Target Student:
    Customer service representatives, service focused professionals and for managers leading service teams seeking to deliver consistent service, communicate with confidence and provide great customer experience.

    Course Outline:
    Section 1: Customer Experience
    What is exceptional service? What can make service better?
    Examine and understand what customers want.
    Create a top five list of customer service skills.
    Who is the customer’s customer? And why does this matter?

    Section 2: The Customer's Journey
    Dealing with unmet or preconceived expectations.
    What is the impact you have on that key moment?
    Explore the customer’s emotions before they interact with you.

    Section 3: Creating Consistency
    Start with welcoming.
    Tips to create not just service but a hospitable environment.
    Build rapport by understanding social styles.

    Section 4: Communicate with Confidence
    Effective communication skills to create collaboration, self-assurance, and mutual respect.
    How to listen for accuracy, not assumptions.
    Why open questions work.
    Mindset starts with intentions.
    Body language speaks volumes.
    Participants will practice a scenario of their choice with emotion involved.

    Section 5: Challenging Interaction
    Learn the three factors that lead to heated interactions.
    How to stop fight, flight, or freeze.
    How empathy can be used without it feeling fake.
    Manage your self-talk.
    How to say no.
    What the follow through looks like and why that matters.
    Offer appreciation.

    This Course Comes With

    Printed Manual

    A printed and bound paper manual for use during your class and future reference

    Customize Your Course

    Tailored Training

    Your manual will follow a standard course outline but your class can be tailored to focus on the subjects that are most important to you

    Critical Elements of Customer Service
    Guaranteed to run
    Guaranteed to Run
    Even with one participant,
    our classes are guaranteed to run!
    Register for Online Classes
    Date(s) Price Qty
    January 16, 2022 9am to 4pm ET $695.00 (CAD)*  
    April 5, 2023 9am to 4pm ET $695.00 (CAD)*  

    * 13% HST will be applied on checkout

    Online registration closes two business days before the start of the class.
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