Customer Service « Energize Learning & Development

Customer Service

Helping organisations engage effectively
with their customers and colleagues

Customer Service

Improving customer service is one of the most significant opportunities to increase sales, referrals and repeat visits.  Energize  has developed a series of customer service programmes that result in lasting change.

We have an approach that focuses on attitude, motivation and leadership. For over 10 years we have worked with retailers, schools, hospitals, primary care trusts and other organisations to improve customer (or patient) service. In addition to our focus on attitude and behaviour we also believe that how colleagues treat each other is a key driver and that colleague experience within an organisation is as important as customer experience.

Our view is that customer service is a fundamentally a “hearts and minds” issue. Therefore we help teams explore customer service as they see it and as it applies to them. We explore some of the potential barriers to excellent service – both personal and organisational. We provide  approaches to enable staff to help themselves and each other sustain the change.

Living our Customer First

  • Choosing the right attitude
  • Greeting customers
  • Identifying approach signals
  • Approaching in a non pushy manner
  • Driving units per transaction – link selling
  • Dealing with objections
  • Closing the sale
  • Service at the till
  • Fitting room talk
  • Gift selling

The role of the Manager in Living our Customer First

  • Examining the barriers
  • Getting the balance between tasks and customers
  • Coaching staff to deliver great service consistently

 

Living the Customer First on the front line

  • Coaching alongside staff on the sales floor to cement the learning

 

Other Services

Customer Service | Sales Development | Sales Development for Managers | Leadership Development | Performance Coaching | Building Winning Teams | Retailing Skills | Presentation Skills | Meeting Skills | Train the Trainer | Executive Coaching