Tools to help your team perform

Our Customer Service Training Programs

• Available on-site with face-to-face interaction or virtually via Teams.
• Tailored training to meet your goals, your staff, and your company's needs.
• Ensure the training is highly relevant and engaging for your employees.
• Focus on communication skills, interpersonal abilities, problem-solving and ensuring our customers receive maximum value for money.

Choose what you want for your team

Our main goal is to create a course or event tailored to the unique definition of customer service excellence within your organisation, business, or sector. While certain principles are universally applicable, customisation is key to effective training and can also lead to cost savings. Successful training depends upon these factors 10% content and 90% delivery.

Find out how we take people on a journey to learning , rather than imposing it on them.

Essential Customer Service Skills:

• Case management from a positive opening to an efficient soft landing close.
• De-escalation techniques.
• Prioritising and escalations.
• Team collaboration, working as one team.
• Getting and giving commitments.
• Learning about effective communication is key.
• Seeing people as unique individuals and adapting to their needs.
• Utilise empathy and rapport to build trust. Positive psychology to help you and others.
• Provide effective communication online, face-to-face, in writing, and through non-verbal cues (7% words, 38% tone, 55% body language).
• Pose the right questions. Demonstrate to customers that you are attentive and value their presence.
• Follow the UTU approach: 1. Understand customer needs, 2. Take ownership, and 3. Utilise problem-solving tactics. Prevent conflicts from escalating.
• Apply the COAST method: Concentrate on your task, Observe the surroundings, Anticipate potential issues, Stop to reassess, and consider the Timing for required actions.
• Systematic troubleshooting methods (e.g., flowcharts, checklists). Root cause analysis. Documentation of problems and solutions.
• Gain tools for managing stress and frustration.

Provide your team with what they want and need, lift their morale and release their potential

Handling difficult customers:

Handling difficult internal and external customers, using de-escalation techniques are skills that you can learn.

• Explore further by clicking this link.

PSL checklists improve performance by helping individuals program their long-term memory and offering assistance in difficult, high-pressure situations. These checklists can be customised to achieve particular goals.

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Customer Relationship Skills:

• Companies are built on customer relationships, much like houses are built on foundations.
• Influence is like a boomerang, it comes back to you in most situations.
• Respect is as essential as air in a room full of people - without it, things can turn bad.
• Caring is the secret sauce that makes everything taste better.
• Decisions are like puzzles, sometimes, you need a friend or colleague to help find the missing piece.
• And problem-solving? It's the spice of life that keeps things interesting!

Assist your teams in enhancing collaboration to develop greater trust and respect internally, enabling you to operate as a unified team and provide superior service to your external customers.

Manage Change and Build Resilience:

Prepare your teams to face upcoming challenges effectively, enhancing their adaptability, flexibility, and competence.

Learn how to use three powerful game changers

These will help you to understand, influence and exceed customer expectations. DDT will make your service more efficient and effective. It will reduce your operational costs and risks in terms of negative reviews.

Leaders in Customer Excellence:

Provide your employees and team leaders with the soft skills necessary to foster a customer-focused culture. Discover methods to motivate and steer your team towards delivering consistently better service.

Invest in Your Team’s Success

PSL training will enhance your team's capabilities and increase the value of your brand.

Invest in Your Team's Success

PSL's proven training is a valuable investment that benefits both individuals and organisations, leading to more effective interactions, better outcomes, and overall success.