We can show you how to boost customer loyalty

Solutions

Customer Service Training

Our Achieving Stellar Service™ Experiences reflects the best of over 30 years experience in customer service training. You will discover how to harmonise company relations and maximise revenue opportunities by fine-tuning your customer service skills. We provide a systematic approach to improving your customer service skills vital to client satisfaction and loyalty, as well as business success.

Defining Service Strategy

Our consultants work with your senior executives, to help you design and implement strategic learning solutions.

Audience

Senior Executives

Length

Varies

Leading for Stellar Service®

This organisational programme helps translate strategy into plans, tools and standards, as well as build foundational service concepts from a senior manager's perspective.

Audience

Executives and Mid-Level Managers

Length

2-day workshop (not available as modules)

Coaching for Stellar Service®

This workshop examines empowerment, feedback and performance recognition skills, to help coaches develop the desired behaviours in individuals. Module 1: Reaching for Stellar Service® Module 2: Developing Others for Stellar Service® Module 3: Giving Constructive Feedback for Stellar Service® Module 4: Recognising Others for Stellar Service®

Audience

Service coaches

Length

2-day workshop or available as individual 4 hour modules.

Creating Stellar Customer Relations®

This workshop focuses on customer loyalty and retention, even after service failures. Module 1: Reaching for Stellar Service® Module 2: Caring for Customers® Module 3: Healing Customer Relationships® Module 4: Dazzling Your Customers®

Audience

All employees

Length

2-day workshop or available as individual 4 hour modules

Meeting the Challenge of Stellar Service®

Helps individual employees master three important challenges to deliver stellar customer service. Module 1: Guiding Customer Conversations® Module 2: Serving a World of Customers® Module 3: Teaming Up for Seamless Service®

Audience

All employees

Length

2-day workshop or available as individual modules

Selling Through Stellar Service®

Give your employees a proven needs satisfaction selling process and skills to help your business save money – includes problem solving, cross-selling and up-selling. Module 1: Guiding Customer Conversations® Length: 8 hours Module 2: Expanding Customer Relationships® Length: 4 hours (participants complete the prerequisite Guiding Customer Conversations®)

Audience

All employees

Length

1.5 day sequential workshop perhaps best delivered with time between two modules

Some of our clients

  • Bausch & Lomb
  • Roche
  • Expedia
  • CIMA
  • Honeywell
  • StateStreet
  • RBC
  • BP
  • Morgan Stanley
  • Kimberly-Clark
  • LeasePlan