We bring best-practice techniques, real-world business experience and the latest service delivery thinking to this programme, designed for customer services teams seeking to add that extra polish and drive client satisfaction results to the next level.

The course is customised for your business model and facilitates your people to take responsibility for developing strategy and tactics for delivering fantastic customer service in the context of your business.

What we cover:

• Principles of world-class service
• Understanding customer psychology
• Diagnosing rational and emotional needs
• Dealing with unhappy complainers
• Building trust – and creating delight
• Improving conversational quality
• Positive outcomes – achieving the right result
• Turning problems into opportunities
• Service quality feedback loops
• …and much more!