The UCSTP journey is highly practical and designed so that your people can quickly swipe and deploy these ideas and strategies into their daily customer conversations including;

  The Success Recipe: understanding the balance between knowledge, skills and attitude
  Developing the RAO! Factor – Taking full Responsibility, Accountability and Ownership with each and every customer
  Study of Communication: understanding the impact of our visual, verbal and vocal factors
  Developing a Language of Influence: positive alternatives to negative/neutral everyday language
  What’s In It For You (WIIFY): – explain the benefits of your product/service first
  Second Option Technique: giving your customer the illusion of choice & control
  Under Promise, Over Deliver (UPOD): how to manage customer expectations and ease the pressure on your workload
  KISS Principle – how to keep your message simple and straightforward
  Managing difficult conversations: 4 powerful strategies for handling challenging conversation
  Vocal Power – the 5 key ingredients of our vocal communication
  Questioning skills and probing techniques: those who ask questions are always in control
  Active listening: how to develop this 4th critical communication skill
  Rapport: the golden thread of communication
  Matching Back: how to present information; a plan of action; the solution to encourage the win-win
  Your Corporate Welcome & Corporate Goodbye: a Best Practice recipe to create those positive first and last impressions
  Netiquette – 10 golden rules of written word communication

By the end of the Ultimate Customer Service Training Programme you will;

• Recognise the vital role you play in being both a Brand Ambassador AND a Customer Advocate and learn how to live & breathe your company values in your daily conversations, in order to enhance your customer’s experience and loyalty to your brand
• Be able to engage and communicate more effectively with your customers and callers in a professional, positive and customer-centric manner, ensuring excellent customer service at all times
• Adopt a Best Practice service approach that ensures a consistent ‘voice of the brand’ on the telephone, face to face and in the written word whilst using your natural style to fully engage every customer or caller
• Develop a Customer Service Toolkit of practical tips & techniques designed to enhance your communication skills, develop greater rapport with customers and heighten perception of your company’s brand and the service you provide, both on and off the ‘phone
• Be able to handle difficult conversations & /or difficult customers in a controlled and assertive way in order to achieve a win-win outcome
• Commit to action by developing a Personal Action Plan to take back into the ‘live’ environment in order to begin implementing the ideas, tips and techniques you’ve learned