Customer Service

A Customer Service focus starts with UB4me. It means placing the needs of others ahead of our own. By improving this customer-first mindset means being able to deliver what people want, need, and expect.

Improving Customer Service

an eight-hour learning session for up to 20 delegates


Improving Customer ServiceMeeting customers’ needs is basic customer service. Exceeding (going above and beyond) those expectations is Excellent Customer Service.

First, providers must address the customer emotionally. This shows that they understand the person who has had a problem with service. Then, they satisfy the customer’s needs (the “logical solution”). This approach helps to deepen the business relationships we have with our customers. As a result, we stand a better chance of gaining repeat business due to customer satisfaction and referral. Better Customer Service translates into greater job satisfaction for providers, and more external customer happiness with your business.
Attendees will be able to:

  • Focus on others projecting a UB4me, customer-first mindset;
  • Show customers respect by acknowledging, and offering control by giving options;
  • Understand customer fears and develop better emotional intelligence in managing responses and interactions;
  • Increase listening skills to show respect and add to rapport;
  • Increase credibility by being clear and concise;
  • Diplomatically turn negative messages into positive communication (make it a “yes”); and
  • Create phone and email templates to respond appropriately and effectively to customer concerns.

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Improving Internal Customer Service

an eight-hour learning session for up to 20 delegates


Internal Customer Service

Internal Customers are the people you depend on, and whom depend on you, to get their work completed. That means that as co-workers, we provide service to those people we work with and near. In the Internal Customer Service session, attendees describe the value that each position around the table brings to the people and the organisation, which affects how they view themselves and others.

A key focus here is how to communicate value and begin to develop more of workplace that thrives positively on the Power of Praise as a motivator. We create a master list of speech and behavior that supports the best Internal Customer Service at all organisational levels.

Before the start of the learning session, delegates complete the Building Excellence (BE) Survey, to gain greater insight into how each person is uniquely productive. This inventory gives people an accurate picture of their productivity preferences (strengths) so that they can maximise their contributions to the team. The BE is quite useful in assessing  and advocating for unique productivity needs and preferences, as well as increasing individual accountability and responsibility.

Attendees will be able to:

  • Use the Building Excellence Assessment to increase productivity and maximise performance;
  • Learn more about diversity of Productivity Styles and use them for organisational advantage;
  • Define company Internal Customer Service principles to ensure positivity and aligned goals; and
  • Develop deeper awareness of how communication impacts all people, pointing toward a culture of increased respect.

BRING THIS LEARNING SESSION TO MY ORGANISATION

Improving Customer Service for Professional Offices

an eight-hour learning session for up to 20 delegates


Customer Service for Professional OfficesThe front-line staff is “the face” of almost every business that has walk-in traffic. Public perception of most organisations is based on how that walk-in (or call-in) customer is treated–from beginning to end. Your visitors base their reviews of the business, as well as their referrals, on how they are treated as customers.

The goal of the Improving Customer Service for Professional Offices class is for delegates to make their best first impression to customers and to be perceived as experts because of their confident communication ability.

Attendees will be able to:

  • Use emotional intelligence and professionalism in communication to collect accurate data and appropriately route service requests,
  • Answering questions diplomatically to educate customers and solve problems,
  • Use follow up as a customer satisfaction measurement as well as a marketing tool to generate repeat business, and
  • Define and implement best practises with others in the session to provide the best service for all.

BRING THIS LEARNING SESSION TO MY ORGANISATION

Customer Service Audit

a customised, business-specific evaluation and intervention plan


Customer Service AuditDo you want to Improve Customer Service? Improving Communications can provide your company with a complete Customer Service Audit that describes customer experiences when doing business with your company. You will receive a detailed feedback report that includes definite suggestions for ways to improve  the way your organization treats its clients. Here is a chance for your organisation to have a “mystery shopper” and learn more about how the customer is treated.

For the Customer Service Audit, you will receive written description of the experience(s) from beginning to end, whether its through visits or other kinds of transactions. We work with you to decide the ideal future state of customer service treatment. With that, we work with your team and you to assemble and deliver a learning programme that brings your staff to (and beyond) the desired level.

Collected data and report content focuses on these experiences (and more):

  • Booking/setting appointments;
  • Onsite visits (entrance, exit) that detail staff interactions, as well as overall appearance of the facility;
  • Buying (the product or service) and describing how easy or difficult the process is; and
  • Staff and customer interviews that include other views on what is effective and ineffective for the customers and business.

To ensure information integrity, Improving Communications will use multiple mystery shoppers over a number of visits.

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