Customer service is what you do.
Customer experience is how the customer feels.
A customer-centric culture supports and prioritises the creation of positive customer experiences.
CX Training can help you develop a customer-centric culture in your organisation through a range of consultancy and training engagements as below.
Delivering consistently excellent customer experiences can involve a number of different skills and approaches.
CX Training has expertise in a broad range of courses and disciplines. We can work with you to develop cohesive in-house customer service training tailored specifically to your needs.
Our customer service training workshops can be customised to include the following:
Customer Experience Essentials
Advanced rapport building skills
Dealing with difficult customers
Conflict resolution / dealing with customer dissatisfaction
Professional telephone skills
Rapport building for introverts
Understanding buyer behaviour and client value
Understanding different client types
Customer engagement (responding to initial enquiries)
Insight / spin selling
Pricing, quoting and money talk
Building high-trust, value-rich client relationships
Customer relationship management
Customer experience essentials – retail
Customer experience essentials – call centres
Customer experience essentials – financial services
Customer experience essentials – professional services
By focusing on mindset, skills, and behaviours, CX Training delivers in-house customer service training that stays with you throughout your professional journey.
With a positive receptive mindset, we can then lay the skills on top. We passionately believe that anyone can build and improve their customer-facing and sales skills. While some might seem like ‘naturals’ and others not, everyone can improve with the right training.
Learning doesn’t stop with skills; people have to apply them and change their behaviours. We work on the practical and psychological issues that help or hinder the confident application of skills.