Exploring what ‘customer excellence’ really looks like and differentiating your organisation to reflect those values

Understanding your impact on the customer experience – projecting a positive ‘brand’ experience

Establishing rapport using positive tone, words and phrases to create the right impression

Customer-Centric focus – discovering what your customers want and putting their needs first

Right first time – attitude, thinking and behavior that ensures the customer feels listened to and valued

Asking the right cause and effect’ questions and using information productively

Demonstrating real empathy – resolving your customer’s problems by exploring options and alternatives

Managing and diffusing complaints, conflict an difficult situations without escalation

Turning complaints into opportunities – understanding behavioral change and balanced responses

Identifying the importance of positive relationships and barriers to effective communication, credibility and customer loyalty

Setting standards and key performance measures; process, proposition, value and relationships.