Navanter

Customer Service


Excellence

UK: +44 (0)20 7164 6959
USA: +1 (617) 431 3011

At Navanter, we provide off-the-shelf as well as bespoke training courses. These courses can be run as-is, or customised to your needs. Most of our work is fully bespoke for individual clients - contact us to discuss your needs.

Increase client retention with improved customer service


Help your customer service team to keep loyal clients, and find up-selling opportunities

Enquire about this course - enter your details and we'll be in touch shortly:
Name: Leave blank if you're a human:
Company:
Phone:
Email:

Discover what it really means to be an ambassador for your organisation, and "join the dots" to see how customer service fits into your organisation as a whole as you trace the customer's journey from first contact to loyal customer. During the discussions and exercises, you'll learn where your personal and organisational customer service weaknesses are, and leave with solid techniques to plug these gaps and make your customer service the envy of your competitors.

This participant-driven training course will teach you how to provide the kind of service which will make you stand out from the competition. A solid course framework and huge opportunities to self-analyse and discuss industry-specific issues come together during two action-packed days, as you consider who your customers are, what they expect from you, and what you can provide which goes beyond their expectations.

Who should attend?

Customer Service professionals or other customer-facing staff who would like to provide service which makes the business excel.


Key topics

What is Customer Service?
  • Customer service defined
  • Key elements of customer service
  • How customer service links to organisational strategy

What does Excellence really mean?
  • Getting inside the mind of the customer
  • Considering what we want as customers
  • Creating a Customer Service Standard

The role of personality types
  • 5 clues to spot personality types
  • The Navanter Personality Style Instrument
  • Understanding rapport and conflict points

The customer journey
  • Tracing the customer journey
  • Identifying influence points
  • Guiding the customer

Creating delight
  • Making opportunities to delight customers
  • Ensuring follow-through with actions
  • Eliciting feedback from customers

Developing loyal champions
  • The importance of repeat business
  • The link between customer service and sales
  • Encouraging repeat purchases

Handling complaints
  • Dealing with difficult situations
  • Reducing tension in customers
  • Creating happy customers through complaint resolution

Confidence techniques
  • Recognising the importance of the CS role
  • Vocal techniques to increase assertiveness
  • Sounding confident and professional in all situations


Key take-aways

Increased confidence
  • A deeper understanding of the importance of CS
  • More credibility over the phone
  • A more professional "public face" for the organisation

Increased skills
  • The ability to handle difficult customers professionally
  • Knowledge of how CS affects the business strategy
  • Rapport-building skills to engage customers

Better resolution of problems
  • Ability to reduce tension in upset customers
  • Questioning skills to quickly identify problems
  • Knowledge of when to assist, and when to escalate

A more sales-focused customer service team
  • Customer service staff thinking like salespeople
  • Up-selling and cross-selling to existing customers
  • A CS team who will want to delight their customers

Why take this training course with us?

As a sales-focused company, we know how much work it can require to win a new client. We also understand how easily a hard-won client can be lost when their experience as a customer doesn't match the experience during the sale.

We bring this in-depth knowledge of client expectations to customer service teams to help elevate an organisation's quality of service to the level at which customers tell others about their good experience, rather than searching for another supplier. This course is highly participative, making it very specific to each organisation through the structure of learning, discussion and group exercises.

Off-the-shelf training courses from Navanter...

Sales training courses

Consulting Skills for Salespeople

Move from Salesperson to Problem Solver as you learn how to engage your customer in developing your solution to their problem using a range of tools and question styles to make the sale a team effort between you and your customer. Click here for the full course outline.

Sales Skills for Recruitment Consultants

Rise above the industry reputation and show your clients how you can really partner with them in their success with this recruitment-specific sales course. Click here for the full course outline.

Selling With Impact on the Telephone

Learn to use the skills employed by the world's top sellers... on the telephone! This two-day course turns telesales staff into valued consultants who identify the top prospects, understand customer needs, overcome objections and close the deal. Click here for the full course outline.

LinkedIn™ Skills for Salespeople

Bring your sales skills up-to-date with this LinkedIn™ workshop designed with the salesperson in mind. Create a slick profile, grow your network, and create compelling updates which engage your audience and encourage others to share your content far and wide. Click here for the full course outline.

Leadership & Management training courses

Leadership for New Leaders

As you take that exciting step into the unknown which is your new leadership career, learn what makes a great leader and how to deal effectively with this new stage in your career. Click here for the full course outline.

Coaching & Mentoring skills for managers & leaders

Sharpen your coaching & mentoring skills as you learn how to help other people to get the best out of themselves, through questioning, listening, understanding and feedback. Click here for the full course outline.

Recruitment Skills for Managers

Learn how to ensure you make the right hiring decisions to fill your team with hard-working team players through a solid recruitment process and effective recruiting techniques. Click here for the full course outline.

Business Skills training courses

Navanter Business Essentials

Learn how a whole organisation works and fits together, develops strategies, and achieves goals, whilst planning your own career path and creating opportunities to acquire the skills needed to succeed Click here for the full course outline.

Powerful Presentation Skills

Overcome your fear of public speaking, or take your presentation skills to a new level with this highly-participative course which will help you to present at your best. Click here for the full course outline.

Customer Service Excellence

In this participant-focussed training course, you'll learn how to provide the kind of service which makes passionate fans, not just customers. Click here for the full course outline.

Project Management for non-Project Managers

De-mystify the world of Project Management in this highly-interactive course providing project management skills for leaders, salespeople, content-producers... anyone who isn't a full-time Project Manager. Click here for the full course outline.