Bravo! Customer Service Done Well
What You'll Learn in Bravo! Customer Service Done Well
Course Length
Learning Objectives
- Demonstrate a customer service approach and better understand the customer’s journey
- Understand behaviours and how they affect the behaviour of others
- Demonstrate confidence and skill in the way you communicate
- Apply techniques to deal with difficult interactions
Target Student
Customer service representatives, service-focused professionals and managers leading service teams, seeking to deliver consistent service, communicate with confidence and provide a great customer experience.
Course Outline
“BRAVO” is used to express approval that another person has done something well. It means job or performance well done and take a bow. Bravo is a shout of approval in applauding another that moved the person to want to say, “BRAVO!”
Bravo to you in customer service - you are often the voice or face of your organization and want to deliver service done well.
“Whatever you do, do it well. Do it so well that when people see you do it, they will want to come back and see you do it again, and they will want to bring others and show them how well you do what you do.” - Walt Disney
Customer service expectations are ever changing. Customers want first call or online resolution; they don’t want to have to repeat themselves. They want a consistent experience and better interactions. They want their emotions to be understood and validated before being offered quick fixes. Customer service done well means understanding how to manage the emotions in the interactions, making the customer feel welcome and understanding the customers’ journey.
- It takes 12 positive experiences to make up for 1 unresolved negative experience
- 80% of companies say they deliver “superior” customer service, but when their customers were asked, only 8% think these same companies deliver “superior” customer service
- 70% of buying experiences are based on how the customer feels they are being treated
To turn this around, participants will practice and understand how to use the five C’s:
- Customer Experience
- Customer’s Journey
- Creating Consistency
- Communicate with Confidence
- Challenging Interaction
Section 1: Customer Experience
What is exceptional service? What can make service better?
Examine and understand what customers want
Create a top five list of customer service skills
Who is the customer’s customer? And why does this matter?
Section 2: The Customer’s Journey
Dealing with unmet or preconceived expectations
What is the impact you have on that key moment?
Explore the customer’s emotions before they interact with you
Section 3: Creating Consistency
Start with welcoming
Tips to create not just service but a hospitable environment
Build rapport by understanding social styles
Section 4: Communicate with Confidence
Effective communication skills to create collaboration, self-assurance, and mutual respect
How to listen for accuracy, not assumptions
Why open questions work
Mindset starts with intentions
Body language speaks volumes
Participants will practice a scenario of their choice with emotion involved
Section 5: Challenging Interaction
Learn the three factors that lead to heated interactions
How to stop fight, flight, or freeze
How empathy can be used without it feeling fake
Manage your self-talk
How to say no
What the follow-through looks like and why that matters
Offer appreciation
Delivered by Great Canadian Training
Bravo! Customer Service Done Well
Upcoming Classes
All Public classes are held onlinewith a live instructor
| Dates | Price | Qty |
|---|---|---|
| February 20, 2025 9:00 AM to 4:00 PM ET | $595.00 Online | |
| August 14, 2025 9:00 AM to 4:00 PM ET | $595.00 Online | |
| January 12, 2026 9:00 AM to 4:00 PM ET | $595.00 Online |
Groups of 6 or more? Consider private training
I want a quote for private or customized training
Have questions about this course? See below or reach out to our training coordinators.
The Great Canadian Training & Consulting Company Advantage
When you train with us, your training will not just check a box. We make sure it is GREAT!
- Experienced Trainers
- Learn or Come Back Free Policy on Public Classes
- 24/7 After Training Support
All of our courses include
PDF Reference Guide
Want a summary of what you’ve learned? Save paper and use your PDF Reference Guide, accessible on any of your devices.
Certificate of Completion
Boost your credentials with a Certificate of Completion, confirming the skills you’ve acquired with us.
24/7 After-Training Support
Receive a 30-day after-training support voucher, offering assistance as you apply your new skills on the job. Need help with a specific step? We’re here to provide extra support and clarity even after you’ve left the class!
Want even more?
Check out our add-ons
Printed Reference Guide
While we love technology, we understand that there is something about having a paper copy. Add a printed reference guide to your training, which we will have shipped to your location.
Extended After-Training Support
Extend your support beyond the standard 30 days for ongoing assistance.
Can I customize my course?
OF COURSE!
Customized to meet your unique needs
We can customize your training to fit your exact needs, whether it's making small adjustments or creating entirely new courses. From setting specific objectives and including your own files to addressing unique challenges, we're here to help. We can even tailor the training to align more closely with how you work and to fit perfectly into your schedule. Our goal is to provide training that's as unique as your goals.
Access to your recorded session for 60 days
You can request your private session be recorded. You can have access for 60 days to revisit what you’ve learned.