Brainpower Training works inside companies and organisations with groups of their staff, usually in a Facilitator-led workshop of around 10-16 people at a time, to develop their ability to deliver exceptional service to clients, (internal and external).

Brainpower Customer Service training informs, inspires and motivates your people to implement world-class customer service (based on the International Customer Service Standard ICSS: 2003-2006). 

This means our workshop content has substance and rigour, and is based on best practice across all products and services.

Transform every customer contact
into an opportunity

Here are the topics and skills you and your team will master during the Brainpower Customer Service training workshop:

• Deliver what you promise
• Under promise and over deliver
• Exceed customer expectations
• What makes customers stay, and the reasons they leave
• How to resurrect lost customers
• Do it with a smile and eye contact
• The 80 / 20 Rule - why you should 'super-serve' your top 20%
• Finding new customers costs five to seven times more
• Lifetime value of existing customers
• Moments of truth
• Responsiveness
• Developing lasting relationships
• The value of your Vision Statement
• The customer is not an interruption
• Survey customers for continuous improvement
• A complaint is a gift
• Empowerment
• You own a problem until it is resolved
• Service recovery
• Courtesy
• Remember to capture compliments
• Love your customers

By understanding and mastering each of these areas, you'll be able to deal confidently with every customer service situation and boost customer loyalty at the same time. Click here to contact us.

 

Customer Service Outcomes

On completion of the program participants will be able to:

• Create a reputation for reliability by fulfilling their promises to customers
• Build trust with customers by informing when a promise cannot be fulfilled
• Surprise and delight customers by under promising and over delivering.
• Actively look for ways to go the extra mile and exceed customer expectations
• Understand that neutral or indifferent service loses customers, creates dissatisfaction
• Make eye contact and smile when face-to-face with a customer.
• Answer the telephone in a standard way and with a smile
• Understand each customer is worth the sum total of all transactions over time
• Recognise every customer touch point is a ‘moment of truth’
• Enhance each customer interaction with friendliness and go the extra mile
• Respond to customer requests with a sense of urgency
• Understand that all businesses are in the ‘relationship’ business
• Appreciate how their individual effort counts towards the success of the organisation
• Always welcome a customer with friendliness and a willingness to serve
• Seek ways to continuously improve
• Capture suggestions for improvement from customers
• Actively listen to a customer with a complaint
• React to a complaint as an opportunity for service recovery and to improve systems
• Have standard ways to resolve common customer problems
• Have the knowledge, skills and desire to resolve a customer’s inquiry or problem on the first call.
• Take ownership of a customer problem; follow it through to resolution, and follow-up to confirm the problem is resolved to their satisfaction
• Remember to use ‘please’ and ‘thank-you’ and offer world-class courtesy
• Attract customer compliments that are recorded, recognised and rewarded
• Create a positive reputation for their department / organisation
• Enjoy their work more, so customers can feel the ‘love’

 Find out more about our training approach

For a pdf of our company brochure, click here

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What people say

 'The course was refreshing, giving us greater scope on ways to handle difficult situations, and the long-term value of keeping our customers happy.  At the end of the day we walked away with a new sense of power, knowing we now were much better equipped to perform our everyday tasks.'      

 Antonietta Cameron, Customer Relations Manager, Australian Spirit Uniforms

'An easy, clear and concise delivery of attributes of world class, best practice frontline customer service, delivered by one of this country's foremost trainers of Customer Service.'

Brett Whitford, President, Customer Service Institute of Australia

'But is it really worth it?
How do I know this is a wise investment?'

Brainpower Customer Service training teaches your team how to deliver world-class service on a consistent basis. As a direct result, you can expect...

• loyal customers who buy more, more often
• fewer complaints and more compliments
• enhanced reputation because your people 'delight' customers by willingly going the extra mile
• reduced customer defection to competitors

These are all core business improvements that can significantly affect profitability and the bottom line.

'Act now and learn how to make every customer contact a positive one'

Don't wait to accelerate your success. Schedule a date now so you and your team can put a smile on every customer's face and boost customer loyalty.