Customer learning resources Training and learning materials to benefit you and your clients
If you don’t service your clients or customers well, you can be assured that someone else will. In difficult times or good times it’s no longer acceptable for us, as customers, to receive poor or mediocre service. We will, and do, vote with our feet. In this section you’ll be introduced to some of the techniques and areas to consider when servicing your customers.
Setting customer focused mission statements
Try this exercise with your customer service team and be amazed at how many ideas they can develop themselves.
Write yourself a letter
Use this template to help focus your team on the things they are already doing well and how they feel they are perceived by customers. It’s certainly a great way to motivate team members to continue performing.
An introduction to body language
Most of the image that you present to others comes from non-verbal communication. Follow these basics to understand why sometimes, you are maybe not getting the results you desire in your interactions with others.
The language we use
Are you a ‘can do’ type of person or do you occasionally let slip words and phrases that let you down? Many of our language patterns are picked up at an early age and can reflect our early influences. Fortunately, once we are aware of the delight or damage that individual words can cause, we have the tools with which to change.
Accentuate the positive: value from procedures
Many company procedures are in place to protect and help the customer but when given with no reasoning, can appear rude and obstructive. Read this short introduction to see how changing just a few words can help the customer realise that you have their best interests at heart.
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