Want to provide your clients with an outstanding customer service experience?
With decades of practical experience in customer service, we know the ‘moments of truth’ that affect customer perceptions and the skills that your team needs to deliver loyal customers who act as advocates for your business
About our Outstanding Customer Service Training Workshops
In this video, Chris Baker, founder and principal business advisor at Kallista Consulting, talks about the fundamentals of customer service and how our training workshops build the capability and confidence of your service team so that they can deliver the WOW Factor.
We’re guessing you’re here because you want…
The best feedback
Customers are more empowered than ever to leave immediate and highly visible feedback about your business. If your team sometimes fails to impress customers, your reputation can quickly suffer as a result and it’s definitely time to revitalise your team’s customer focus. This workshop is designated to do exactly that; to empower your team to create the highest possible customer service perceptions
A capable & empowered team
It is vital to set expectations on behaviour, presentation and communication with your team. Often, people simply don’t understand the impact their day-to-day communication is having on customer perceptions. During this workshop we look at a range of communication scenarios, and explore how your team can be the difference between average and excellent.
Customer loyalty & repeat business
There’s lots of competition out there and loyalty has to be earned. It just not enough to simply be ‘satisfactory’. Loyalty comes from routinely exceeding customer expectations, in both product and interactions. It’s really not so hard to do. The power to deliver the ‘WOW FACTOR’ lies within your team and how they manage each customer interaction (the Moments of Truth). During our workshop, your team explores your customer service moments of truth and creates a roadmap to excellence.
But there are things that get in the way….
Consistently outstanding customer service doesn’t just happen because you believe it’s important. It needs the entire team to adopt a customer-centric culture and capability. Every team member must understand why customer service is important and how their day-to-day interactions affect customer perceptions. They need a range of skills and the capability to adapt to challenging situations as they arise. You will also need robust processes that are built to deliver on the promises you make.
None of this happens automatically, and even the most experienced personnel rarely develop this knowledge to a high standard without training and a good framework.
How we can help
This program is designed to impart a lasting impression on participants and provide practical skills that will improve the performance of your customer service team.
Participants in this workshop will:
understand how providing great customer service benefits them as well as customers and the organisation they work for
understand what creates customer loyalty and the influence they each have in generating that loyalty
know the importance of taking ownership of customer outcomes, including managing difficult situations
have a mechanism for working as a team to identify and investigate the key interactions (moments of truth) that their customers experience and ensuring that those interactions are consistently positive
know how to design effective processes that create maximum value for stakeholders
have improved listening and communication skills and the ability to professionally manage difficult customer situations
So why not talk to us now so that we can design a program that helps you meet your customer service goals ?
What People Are Saying
“I love the flexibility in the approach that Kallista Consulting takes to tailor a program to meet our specific business challenges. In addition, the energy and personal commitment the team takes to deliver the best-in-class learning experience”
Bobby Pavlickovski
Director Operations | Thales Australia
“Having worked with Kallista Consulting for more than 10-years now, Entegra have found Chris an excellent resource to align with for implementing process performance, systems & structure, driving a culture of continuous improvement and developing emerging leaders amongst our organisation.”
Laurie McCalman
Managing Director | Entegra Signature Structures
Why our clients love our training:
high quality training workshops designed to be practical, with learning that can be directly applied within the workplace
workshops can be tailored to your sector and specific requirements
facilitated by industry experts
quality course materials; printed in colour on high gsm paper
Kallista Consulting’s network of highly experienced industry professionals develops all of our workshops. They are experienced facilitators with engaging styles who easily command credibility with their audiences.
By incorporating engaging exercise across the duration of each workshop, participants are able to practice the techniques, enabling them to translate the training directly into their workplace to deliver practical outcomes. The materials provided to each participant are comprehensive guides in themselves and include opportunities for participants to record notes and action plans.
Every course can be delivered on-site, remotely via teleconference or through online training platforms and can be customised to provide context within your specific industry and tailored to your desired learning outcomes.
Who we work with
Manufacturing
Government
Police & Defence
IT & Software
Education
Logistics
& FMCG
Utilities
& Recycling
Project Management
“We were introduced to Chris by a trusted colleague. Chris is a highly knowledgeable consultant who was able to execute needed change in our business at a challenging time. Besides Chris’s knowledge and experience, his greatest attribute was his ability to engage with our team at all levels. He took the time to connect with every member of our team. It was this understanding that built a trust in our team that was the driver for success. I can not recommend Chris highly enough!”
Catherine Hargreaves
General Manager | Hargreaves Joinery
Want to learn more or discuss the course?
We can tailor our workshops to suit your requirements, so if you want the best possible training for your team, why not simply book a time to talk directly with our us to talk about your specific training needs.
For a detailed overview and agenda of this workshop, download the Customer Service Training Brochure
Client Partnerships
