Customer Service Success - A Guide for Support Staff

Introduction

Every interaction a client has with your organisation - whether by phone, email, or live chat, shapes their perception of the service they receive.

As support staff, you play a critical role in creating positive client experiences. Recognising your influence is the first step towards consistently delivering a service that builds trust, loyalty and long term relationships.

This live, interactive session will help you strengthen the skills, behaviours and confidence needed to deliver outstanding customer care in a fast changing environment.

What You Will Learn

This live and interactive course will cover the following:

• Define what good customer service looks like today
• How you can anticipate changes to client requirements in the future
• Exploring the customer journey and key touchpoints that influence satisfaction
• Recognise who the client deals with and how they contribute to customer service success stories
• Analyse what you can learn from our current customers
• How to respond to challenging clients
• How to de-escalate conversations
• How to get your voice heard when making suggestions for improving client care

Recording of live sessions: Soon after the Learn Live session has taken place you will be able to go back and access the recording - should you wish to revisit the material discussed.