Customer Service Excellence using NLP

Customer Service Excellence using NLP will take your organisation to a whole new level of ability in customer care and relationship management. Enabling your team to deliver obsessive customer care whilst adding business value to your marketing and sales organisations as you transform your customers into devoted fans, even in times of disagreement.

Understanding different customers’ perspectives and expectations is vital to supreme customer service. Customers are the lifeblood of any company and today’s progressive companies attend our training in order to improve customer service, reduce customer churn rates, reduce the cost of customer acquisition, increase sales and increase profit.

• The impact and importance of effective customer service
• How to understand customer service in the customer’s terms
• How to develop the perception to put yourself in the customer’s shoes
• How to appreciate how customer service impacts profitability and job security
• How to develop rapport and communicate with customers on many different levels
• How to lead conversations effectively and seamlessly to positive outcomes
• How to use subtle questions to place the customer in a positive emotional state
• How to use excellent customer service as a sales-generation tool
• How to ethically influence customers to recommend your company to others
• How to maintain a balance between quality and productivity
• How to understand your customers’ position
• How to manage difficult customer situations easily
• How to add value to your customer and your organisation
• How to meet customers’ expectations
• How to set customer service standards
• How to identify models of excellence in customer service
• How to identify service gaps
• How to develop a plan for maintaining high levels of customer service in your business

Participants will set their individual outcomes and learning goals at the beginning of the course in order to maximise the learning experience and will benefit from an experiential and pragmatic approach to learning. The course will provide a balance of presentation, demonstration and experiential exercises.
The coaching and feedback loop will be used to give self and others feedback on their learning and development.

• Understand customer service in the customer’s terms
• Develop the perception to put yourself in the customer’s shoes
• Appreciate how customer service impacts profitability and job security
• Develop rapport and communicate with customers on many different levels
• Lead conversations effectively and seamlessly to positive outcomes
• Use subtle questions to place the customer in a positive emotional state
• Use excellent customer service as a sales-generation tool
• Ethically influence customers to recommend your company to others
• Maintain a balance between quality and productivity
• Understand your customers’ position
• Manage difficult customer situations easily
• Add value to your customer and your organisation
• Meet customers’ expectations
• Set customer service standards
• Identify models of excellence in customer service
• Identify service gaps
• Develop a plan for maintaining high levels of customer service in your business