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Bravo! Customer Service Done Well

What You'll Learn in Bravo! Customer Service Done Well

Course Length:

6 hours (1 day)

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

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

A seal with “Guaranteed to Run” written on it. In the middle is a person giving a thumbs up, standing behind a checkmark

Bravo! Customer Service Done Well

Upcoming Classes

All Public classes are held online
with a live instructor
Dates Price Qty
October 28, 2024
9:00 AM to 4:00 PM ET
$595.00 Online
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
* Applicable taxes will be applied on checkout

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.