Customer Service Training
Better customer service starts with better human performance. Help your people think clearly, communicate effectively and solve customer problems, especially when the pressure is on.
Fewer escalations
Better business results
Stronger customer relationships
Improve morale
psl checklists guide people to think, communicate and perform in internal and external customer service moments that matter.
Customer service is tested in the moments that matter
Something goes wrong. A customer is frustrated.
A deadline slips. Expectations change.
The answer is no. Costs are questioned. Someone needs to take ownership.
Consider the PSL Operating System -this gives people a practical way to think, communicate and perform better under pressure.
Because we have trained thousands of people we know what works.
customer service excellence training
PSL Customer Service Training helps customer-facing people think more clearly, communicate more effectively and perform better in the moments that matter.
People whose expertise affects the customer experience.
Engineers • Field Service Teams • Technical Support • Project Managers • Account Managers • Operations • Customer Service Teams • Team Leaders
The PSL customer service tools
Understand customer needs
Customers have practical needs, but they also have human needs.
They may need a problem resolved, information provided or a service restored. They may also need trust, empathy, reassurance, clarity and evidence that somebody understands the importance of their situation.
PSL helps people ask better questions, listen carefully and discover what really matters to the customer.
Take ownership
Taking ownership does not mean accepting responsibility for everything.
It means showing the customer that you care, that you are involved and that you will help move the situation forward.
This includes communicating clearly, agreeing actions, keeping promises and avoiding blame.
Use problem-solving tactics
There will be times when you cannot give customers exactly what they want.
Even then, there are usually several things you can do to be helpful.
You can explain the options, find information, offer an alternative, involve additional support, reduce uncertainty or agree the next step.
UTU is a cycle because customer needs can change throughout the conversation.
Repeat
As customer needs change or evolve, keep deploying UTU. This will give you competitive advantage.
Practical tools that improve performance
Designed around your real customer situations
The training is practical, interactive and adapted to your business.
Customer service that customers can feel
Great customer service is not defined by what an organisation intends to provide.
It is defined by what the customer experiences. Your customers need to feel
Your team understand their needs.
Your team are taking ownership.
Your team are using problem-solving tactics to really help.
Your customers made the right decision to choose your business.
Bring us the situations your team struggle with
Tell us what's happening
We don't need to train people using hypothetical customer-service scenarios.
We can work with the conversations, pressures and problems your people actually face.
Talk to PSL
