Customer Service Excellence
Bespoke training designed to fit your organisation and team.
What’s in this training for you.
PSL training is:designed to be:
Relevant. Working with reality in your world.
Realistic. Understanding why humans behave in certain ways.
Robust. Insights and tools you can use to get the best out of you and others.
You are your most important customer.
This is because the best version of you is:
- Going to be tested, challenged and unfairly treated sometimes.
- What you, your colleagues, customers and community needs.
- What makes a difference in your world and the lives of others.
How to get the best out of you.
- Cognitive agility. Thinking quickly, flexibly and adapting to pressure (s).
- Emotional regulation. Staying ‘calm enough’ to think clearly.
- Rules. How to use the power of rules to guide your reactions and decisions.
- Resilience. Strategies and tools that build resilience.
- Resources. Having the energy, skills, knowledge and tools that you need.
- Continuous improvement. Reflection and ownership empowers your progress.
- Self-confidence. Built on intelligent learning, rather than speculation.
- Feedback. How to react to and use feedback. How to get helpful feedback.
- Knowing what you want. What you want will drive you to failure or success.
How to bring out the best out in others.
- Service. How you make a contribution beyond what you may know.
- First impressions. Critical success factors and remembering the last impression.
- Customer service. What excellence looks like. A process for being effective.
- Communication. Valuable insights and tools you can use to your advantage.
- Communication skills. What you need to be great at in your role.
- Self-awareness. Understanding the effects of words, tone and body language.
- Building rapport and trust. Strategies and skills that make the difference.
- Questions and listening. What works and what doesn’t. Game lifting insights.
- Negotiating. Simple tools to help you negotiate successfully.
Working with stressed, frustrated and angry customers.
- Mistakes. Ways that humans make situations worse than they need to be.
- Recuperation. What you must do to be on-top-of-your-game.
- Decisions. How to react well under pressure.
- Empathy. What this really means and how to use empathy successfully.
- Escalations. How to prevent unnecessary escalations.
- Support. Understanding what prevents humans from asking for help.
- Partnership. How to change the game to working-together.
- Conflict. Understanding your approach to conflict.
- Diffusing. Techniques to turn the pressure down.
- Commitments. Giving and gaining commitments to make progress.
- Uncertainty and time. Time management tools to make your customers life easier.
Conclusion.
From participating in PSL training you will gain a real investment in you.
Skills and tools that enhance the quality of your life. You will gain checklists that you can use right away to reduce mistakes, risk and to increase your confidence and creativity.
Knowledge, skills, insights and tools that will empower you.
RQ. Relationship intelligence. This drives individual, team and business success.
EQ. Emotional intelligence. Understanding yourself and others is a life skill.
PQ. Interpersonal intelligence. Abilities to understand and interact effectively with others.
CQ. Collective intelligence. How to work well with different people.
Your business or organisation will gain better Brand Ambassadors. Perhaps the best in your market or sector. Better trained employees and colleagues who make the difference.
What You’ll Gain
- Tailored training: a program, course or workshop that really fits your needs and works.
- To download a copy of the image above click here
Training details
Who is this for?
Small and large teams. Businesses, Schools, Colleges, Universities, Public and Private Sector Organisations.
Location
We can come to you or a venue near you. We operate throughout the UK and globally.
Duration
Our courses are delivered as workshops: 4 hour or longer sessions over a period of time that fits with availability and objectives.
Customisation
We always tailor or training so that it fits our needs and objectives.
Richard Webb
Director of Field Services, Honeywell
More about PSL
Proven Track Record
With a track record of success, PSL has empowered thousands of employees to become customer service masters. Our programs are designed to deliver tangible results and enhance customer satisfaction.
Achieving Your Objectives
Some use training as a defensive way to protect their brand, some use it to drive growth and some to support and motivate their employees. What is it that you want to achieve?
Tailored Solutions
Our training programs are meticulously tailored to meet the unique needs and challenges of your team, your industry, business or organisation.
Expert Trainers
Boredom is the enemy of learning. Our courses are interactive, and memorable. Expect dynamic workshops, group activities, and real-life simulations that make learning enjoyable.
Global
We operate in all time zones. Our experience also means we can make training relevant for your culture and local requirements.
Flexible Training Formats
We understand the importance of flexibility. Choose from in-person workshops, virtual training sessions, or a blend of both to accommodate your team’s schedules.
Customisable Modules
Our modular training approach allows you to customise programs based on your specific goals.
Continuous Improvement
The business landscape is ever-evolving, and so is customer service. Our commitment to continuous improvement means that our training content is regularly updated to provide best practices that are needed today.
FAQs
Some of the questions we receive.
PSL training courses start from £3750 for a team.
We do not run public courses. Everything we do is designed to fit your objectives.
Typically this would be 4 or more and there is no maximum. Having said this maximum numbers of delegates is influenced by what you want to achieve.
We provide a fixed fee. The only factors that may change are accommodation and travel.
You should not buy from PSL. This is because we will not be selling to you. We will be working for you.