Over & Above: Exceeding Expectations Every Time

Course Outline

Over & Above: Exceeding Expectations Every Time” is an intensive training program meticulously crafted to propel professionals towards consistently surpassing customer expectations. With a laser focus on elevating Customer Satisfaction (C-SAT) and Net Promoter Scores (NPS), this course instills strategies and practices that go beyond meeting needs, ensuring each interaction leaves customers not just satisfied, but genuinely impressed

Course Details

Duration /
Set-Up

7 hours, with lunch and tea breaks

Delivered at your site

Suitable for up to 12 delegates – can accommodate more but we advise against this to maximise everyone’s learning experience

Pricing

£1,000 per session

*Note: we do not charge per attendee. This is a fixed price for one of our expert trainers to deliver at your site

Objectives

  • Master techniques for consistently delivering exceptional service, directly influencing and elevating C-SAT or NPS scores to new heights.

  • Learn how to create memorable “wow” moments in customer interactions, leaving a lasting positive impression that contributes to improved customer satisfaction and increased likelihood of recommending the brand.

  • Personalising interactions to meet individual customer preferences, driving not only satisfaction but also enhancing the likelihood of customers becoming promoters, positively impacting NPS.

  • Learn how to assess individual customer needs and tailor solutions that go beyond generic responses, fostering a sense of personalized care and significantly enhancing customer satisfaction.

  • Develop strategies to resolve customer issues effectively during the initial contact, minimising escalations, and contributing to a smoother and more positive customer experience.

  • Develop emotional resilience skills to navigate the emotional aspects of customer interactions, maintaining a positive and empathetic demeanor even in challenging situations.

Who Would This Benefit

This course is indispensable for customer service professionals, complaint resolution specialists, and individuals responsible for managing customer interactions. Whether you are a frontline representative, a team leader, or a manager overseeing customer service operations, this training program is designed for those committed to transforming complaints into opportunities for positive customer experiences. It is ideal for professionals seeking to enhance customer satisfaction, reduce complaint resolution times, and build a culture of customer advocacy within their organization.

Sign Up

Get In Touch

    To book our specialist courses or discuss a custom package to supercharge your contact centre, please provide your details and needs below. One of our experts will reach out as soon as we can!