Our Solutions
Customer Service Training
We offer:
1. Customized Customer Service Training.
2. Customer Service–Level 2. Approved Caribbean Vocational Qualifications (CVQ) Structure (shown below).
Our Training Packages
1. Minimalist.
A 4-hour session based on two specific modules to include role plays, scripting and videos.
2. Minimalist Plus.
An 8-hour session based on four specific modules to include role plays, videos, scripting and follow-up observation and coaching conducted weekly for four weeks with customized templates to help sustain the newly learnt skills and behaviors.
3. Optimal
A 12-hour comprehensive session to include a maximum of 6 units — 5 mandatory units and 1 optional unit to include role plays, videos and follow-up observation and coaching of you and your team conducted weekly for four weeks with customized templates to help support the newly learnt skills and behaviors.
Unit Descriptions (CVQ level 2)
Mandatory Units
1. GIVE CUSTOMERS A POSITIVE IMPRESSION OF YOURSELF AND YOUR ORGANISATION
1.1 Establish effective relationships with customers
1.2 Respond appropriately to customers
1.3 Communicate information to customers
2. DELIVER RELIABLE CUSTOMER SERVICE
2.1 Prepare to deal with your customers
2.2 Give consistent service to customers
2.3 Check customer service delivery
3. DEVELOP CUSTOMER RELATIONSHIPS
3.1 Build customer confidence in the level of service provided
3.2 Meet the ongoing needs and expectations of your customers
3.3 Develop the relationship between your customers and your organisation
4. RESOLVE CUSTOMER SERVICE PROBLEMS
4.1 Identify customer service problems
4.2 Select the best solution to resolve customer service problems
4.3 Implement the solution to customer service problems
5. MAINTAIN A SAFE AND SECURE WORKING ENVIRONMENT
5.1 Maintain personal health and hygiene
5.2 Carry out procedures in the event of a fire
5.3 Deal with the discovery of suspicious items/packages
5.4 Carry out procedures in the event of an accident
5.5 Maintain a safe work environment for customers, staff and visitors
5.6 Maintain a secure work environment for customers, staff and visitors
Optional Units (Choose one)
6. SUPPORT CUSTOMER SERVICE IMPROVEMENTS
6.1 Use feedback to identify potential customer service improvements
6.2 Contribute to the implementation of changes in customer service
6.3 Assist with the evaluation of changes in customer service
7. DEVELOP PERSONAL PERFORMANCE THROUGH DELIVERING CUSTOMER SERVICE
7.1 Review performance in your customer service role
7.2 Prepare a personal development plan and keep it up to date
7.3 Undertake development activities and obtain feedback on your customer service performance
8. PROMOTE ADDITIONAL PRODUCTS OR SERVICES TO CUSTOMERS
8.1 Identify additional products or services that are available
8.2 Inform customers about additional products or services
8.3 Gain customer commitment to using additional products or services
9. PROCESS CUSTOMER SERVICE INFORMATION
9.1 Collect customer service information
9.2 Select and retrieve customer service information
9.3 Supply customer service information
INVESTMENT
The investment associated with the training packages will be determined based on the company’s training / coaching requirements.
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