Customer Service

Delivering a first-class Customer Experience

Bespoke Programmes designed for your Business

With every interaction, Customer Service teams have the opportunity to enhance your brand and deliver a fantastic customer experience.

Our Customer Service experts help teams develop the skills and processes to respond effectively to solve customer enquiries, whilst enhancing the overall customer experience.

Delegates explore how to build rapport with customers, understand their needs and priorities, deliver a solution and resolve their query.

Call us now to speak to one of our experts about your customer service training needs on 01280 820 780.

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Bespoke Customer Service Programmes

Bespoke Training Programmes & Workshops

For Customer Service Teams

We design bespoke programmes to meet your business’ specific requirements and achieve your objectives.

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Bigrock Customer Service Courses are specifically designed to match;

Your Customer Service environment
Your market, customers and proposition
Your customer communication methods, from calls to emails to online chat, etc.

Our Customer Service programme can be tailored for;

Call and contact centre teams
Customer Service teams in regulated industries
Teams caring for vulnerable customers
Customer Retention, Complaints and Resolutions teams
Support & Booking teams

In our Customer Service courses, we help agents develop their belief, their style and the substance of their customer conversations.

Belief

Developing the right Mindset:

Belief in the role – the importance of customer service to overall business success

Belief in yourselves – developing confidence and capability

Belief in the difference you can make to customers and colleagues

Maintaining the right mindset after difficult conversations

Style

Optimising Communication Style:

Empathy & Tone

Questioning Skills

Listening Skills

Influencing Skills

Objection Handling

Substance

A consistent conversational structure:

Engage – build rapport, explain your role and gain customer buy-in.

Understand – understand the reason for their call, their needs and their greatest priority

Explain & Resolve – explain your solution, execute it and resolve the customer’s problem.

Face to Face or Virtual Delivery Options

In the majority of cases, we recommend a 2 or 3 day course, followed by a 0.5-day Embedding & Elevation event. This can be further broken down for virtual delivery, the sessions can then be delivered in multiple 3-hour sessions depending on the requirements.

With face to face training in contact centre environments, programmes can be divided into ½ day modules to work with your shift patterns and call requirements.

2 Day / 4 Modules

Our 2 day (or 4 module) customer service programmes are fast paced and dynamic, covering the key areas of agent belief and conversation structure. We then focus on the communication skills most relevant to your customer service environment.

3 Day / 6 Modules

Our 3 day (or 6 module) customer service programmes cover belief and mindset, style and skills, substance and conversation structure in depth. The programme is highly interactive, with time for discussion, exploration and practice included in each module.

Contact Bigrock to learn more about our Customer Service courses

Or call +44 (0) 1280 820 780