Service Performance Training
In a competitive market, customer experience is the key differentiator. So, it’s essential for you to provide service training that truly makes a difference to the way your customers perceive you.
What you need to know
Blue Sky Service Performance Training™ is different because it is based directly on what the customer needs and wants from your business, not what you or we think they want.
We use Customer Insight Research [CIR] to gain an insight into your customers, then we build your Service Performance Training™ around the research results.
This ensures the training is not just customer-led but led specifically by your customers. Each scenario, each learning based activity is focused on delivering customer experience excellence as defined by your customers.
CIR turns traditional research on its head by determining how your customer will act now and in the future as opposed to what they have done in the past. This level of in-depth knowledge provides an inspiring lever to performance not seen within traditional customer service programmes.
Having clearly determined the customers needs and wants our role is to develop the successful service behaviours and skills to enable the team to deliver the vision.
We do this by applying the Service Performance Matrix which takes people through the levels of: Novice, Apprentice, Practitioner and Master. Developing the right behaviours, skills and knowledge depending on where they are in their development.
Blue Sky Novice to Master Service Diploma™
This four-stage development programme takes delegates from induction into the live environment, through to advanced levels, by becoming a Master Practitioner
Individual Workshops
- Service Skills Workshop Understanding Service Principles
- The Art and Science of Service Communication
- Effective Service Call Handling Skills
- Dealing with Demanding Customers
- Developing your Writing Style to Deliver Exceptional Service Communication (email and letter)
- Advanced Customer Service Skills/Communication Skills
- Just ASK (Sales through service workshops)
- Emotional Intelligence and its impact on Service Excellence
- Developing your Empathy Skills.
Service Coaching Skills
- Service Coaching
- Advanced Service Coaching
- Coaching in a Regulated Environment.
For service management training go to Management Development.
Thomas Cook wanted to make a good operation great, to take a leap forward and make the concept of anticipating the customer’s needs come to life.
An increase in customer complaints at Dulux was attributed to poor customer service and communication skills. By introducing a specific complaint handling module we helped staff learn how to turn negative situations into positive customer experiences.
By developing a deep understanding of customers’ needs, wants, expectations and behaviours, and designing and delivering a programme of customer service performance enhancement, Blue Sky helped EDF Energy leap up Ofgem’s IIP customer service league table and be short-listed for a number of industry awards.
What to know more? Click here to receive full case studies on one or more training solutions.