Customer Service  

'How To Provide 5-Star Customer Service That Boosts Your Profits'

Customers are the lifeblood of any enterprise. Yet it's surprising how few people and organisations have mastered delivering consistent service excellence.

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).

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 enquire.

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’

The Brainpower difference: How we present

What motivates adults to learn? Adults learn when they are actively involved and given the opportunity to share their experience and expertise.

People remember only 5% of what they hear in a lecture. So what can we do to make training more memorable?

Brainpower Training draws on research* which shows interactive discussion increases retention to 50%.

Our experienced and qualified facilitator tailors the workshop to your group by:

• triggering dialogue
• leading brainstorming exercises
• asking quality questions
• comparing case studies

These open-ended exercises help people discover for themselves what you want them to know.

Our facilitator adapts and
customises the presentation to suit the
specific needs of you and your team

Our facilitator tailors the presentation to match your specific needs.

You'll interact with fellow participants and brainstorm practical action steps you can apply in your organisation to:

• Identify problem areas
• Innovate solutions and
• Make 5-star customer service happen

'Does the training include
any additional materials?'

Yes. Everyone receives a reader-friendly, illustrated Workbook to refer to during and after the course. You'll also be presented with a Certificate of Achievement for successfully completing the course.

Hear what participants are saying:

'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.

'Thank you so much for yesterday. We had plenty to talk about on our way home. We thoroughly enjoyed ourselves. When you plan the next Customer Service seminars, please let me know the dates, as I have 20 staff who will be attending. Not all at once, so don't panic!'

Shayne Clinch - Manager, Customer Service, Undercoverwear

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

The Brainpower Customer Service training course teaches you and 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. Enroll now so you and your team can put a smile on every customer's face and boost customer loyalty.

No Risk Guarantee

You have peace of mind knowing you are not only getting great value for money, but also results that positively impact performance.

Our guarantee is simply this:

If you are not 100% happy and delighted with your workshop, we will either refund the difference between what you paid to what you think it was worth or we'll continue to work with you for free until you achieve the outcomes you reasonably expected.

Call us on 1300 661 555. Our Support Team are happy to answer any questions you may have and walk you through your options.

Questions? Enquiries?

You'll find answers to most of your questions on the Frequently Asked Questions page.

If you can't find what you're looking for, please contact us and our Support Team will respond to your enquiry with priority.