Customer Service Training

Achieveglobal is recognised as being one of the worlds leading providers of customer service training courses. Through our on-going research into customer loyalty, employee satisfaction and orgnisational profitability, we have isolated those crucial elements vital to customer satisfaction and loyalty, and to organisational success. Though our customer service training courses, in New Zealand, we're partnering many of our leading companies in the development of their customer service skills and customer relationships. For further information please feel free to browse our range of customer service training courses below. Please note that all of our customer service training courses come with free reinforcement and follow-up tools to enable participants and coaches to continue to practice and hone the skills following the training events.

For an informal chat about how we might be able to add value to your customer service team, please don't hesitate to call us on 09 473 0382 or email info@achieveglobal.co.nz and a friendly consultant will give you a call.

 


SENIOR LEADERS define and direct the practices and processes.

Leading for Stellar Service®

This workshop is an organisational program designed for senior managers. It helps them translate your customer service strategy into actual plans, tools, and standards. It also includes foundational service concepts from a senior manager's perspective. Organisational — skills, knowledge, and attitudes that help leaders direct the human, financial, and other resources of an organisation toward successful delivery of desired behaviours.

Audience: Executives and senior managers

Length: 2-day workshop (not available as modules)

Click here to download an overview of this module

MANAGERS develop the individuals, processes and systems.

Coaching for Stellar Service®

This customer service training course focuses on the develop empowerment, feedback, and performance recognition skills in the context of foundational service concepts from a service coach's perspective. Supportive — skills, knowledge, and attitudes that help coaches develop the desired behaviours in individuals.

Audience: Service coaches

Length: 2-day workshop or available as individual modules

Module 1: Reaching for Stellar Service®: Coach's Version
Understand the big picture and the role of the service coach in delivering stellar service.
Length: 4 hours
Module 2: Developing Others for Stellar Service®
Discover skills for developing others, helping them expand their capabilities so they will have the confidence to take on new challenges and work more independently.
Length: 4 hours
Module 3: Giving Constructive Feedback for Stellar Service®
Learn skills to give constructive feedback in a way that builds openness and mutual respect, and promotes problem solving and learning.
Length: 4 hours
Module 4: Recognising Others for Stellar Service®
Provide meaningful recognition for large and small efforts in order to encourage others and focus on the organisation's goals of stellar service.®
4 hours

Click here to download an overview of this module

INDIVIDUALS deliver results through productive behaviours.

Creating Stellar Customer Relations®

This customer service training courses provides skills for developing the service mindset and behaviours that create customer loyalty, even after service failures. Foundational — core skills, knowledge and attitudes every individual should have. (All of the following modules are available as stand-alone programmes)

Audience: All employees

Length: 2-day workshop or available as individual modules

Module 1: Reaching for Stellar Service®
Understand the big picture and the role of the individual employee in delivering stellar service.
Length: 4 hours
Module 2: Caring for Customers®
Provide friendly, caring service that meets the needs of customers on the human level.
Length: 4 hours
Module 3: Healing Customer Relationships®
Develop skills that will help individual employees serve customers who are angry or upset especially after a service breakdown.®
Length: 4 hours
Module 4: Dazzling Your Customers®
Master the art of surprising customers with pleasing extras — creatively and cost-effectively.
Length:
4 hours

Click here to download an overview of this module

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Meeting the Challenge of Stellar Service®

This customer service training course helps individual employees master three important challenges of delivering stellar service. Situational — skills, knowledge, and attitudes that extend from the foundation to enable successful delivery of desired behaviours despite the uniqueness of certain situations.

Audience: All employees

Length: 2-day workshop or available as individual modules

Module 1: Guiding Customer Conversations®
Manage the four common parts of a customer interaction. Ensure each customer receives complete, reliable service — by acting as the expert guide.
Length: 8 hours
Module 2: Serving a World of Customers®
Provide respectful service tailored to customer's unique needs: physical ability, language ability, culturally dictated expectations, and familiarity with technology.
Length: 4 hours
Module 3: Teaming Up for Seamless Service®
Provide seamless service to customers by increasing collaboration with fellow employees. Remove barriers to smooth working relationships.
Length:
4 hours

Click here to download an overview of this module

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Selling Through Stellar Service®

This customer service sales training course provides your employees with a proven needs satisfaction selling process. The training uses language and context appropriate for those who often feel that they're not really salespeople. The skills help organisations to both save money by solving problems better and faster, and to make money through cross-selling and up-selling. Incremental—skills, knowledge and attitudes that all help employees expand customer relationships through selling additional needed products and services.

Audience: All employees

Length: 2 day workshop

Module 1: Guiding Customer Conversations®
Manage the four common parts of a customer interaction. Ensure each customer receives complete, reliable service — by acting as the expert guide.
Length: 8 hours
Module 2: Expanding Customer Relationships™
Expand the customer's business relationship by identifying and satisfying additional customer needs.
Length: 4 hours (participants complete the prerequisite Guiding Customer Conversations®)

Click here to download an overview of this module

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