Customer Service Excellence
Equip your people to deliver outstanding customer experiences
Customer Service Excellence
Equip your people to deliver outstanding customer experiences
Supercharged service skills
Help your people excel in every engagement with customers
Supporting everyone who is delivering service to customers to be able to positively handle any request, question or feedback will be an important part of your customer service strategy whether you are a small or large organisation.
Getting the right balance between the ‘people’ and ‘technical’ aspects of service is essential to deliver service excellence. When there are new challenges and increasing customer needs, everyone needs to be equipped with the people skills to rise to the challenge and be solution-focused with a positive can-do mindset to complement their technical ability.
Our proven Mindset, Language & Actions Toolkit created by Mary Gober, expert in customer satisfaction and employee engagement, helps ensure a balance between the people and technical aspects of service to create the very best customer experience. We have flexible solutions to meet the organisation’s operational and budgetary considerations including in-person delivery, delivery over digital platforms, e-Learning and Train-the-Trainer.
Creating a customer-centric culture
Our Customer Service Excellence Programme will ensure a customer-first culture is embedded in your organisation and embraced by your people
Driving a strong, customer focus
Discover how Basware strengthened the ‘people’ aspect of customer service by providing additional tools to help with communication and overall mindset.
Creating a customer-centric culture
Explore how Australia Post used our training to put the customer at the heart of everything they do.
Increasing customer satisfaction
Find out how Golding Homes increased both customer and employee satisfaction using our training and tools.
Equipping teams with the right skills
Learn how Jetstar equipped their customer service teams and cabin crew to better engage with their customers.
Cultivating the right mindset
To consistently excel at service requires everyone to have this solution-focused mindset where they:
Based on our founding principle, the Mindset, Language & Actions Toolkit gives people the self-management capability and communication skills to ensure everything they do is a service and not a disservice. Participants in these programmes develop the ability to always think constructively about what they can do to help their customers. They find ways around any barriers or obstacles to ensure they are giving a great customer experience. They become much more customer-centric in everything they think, feel, say and do with a solution-oriented mindset.
Through the training experience and engaging embedding activities they take part in they also develop powerful positive communication skills to demonstrate this mindset to others through what they ‘say’ and ‘do’ – all of which underpins the commercial success of your organisation. When using the MGI Toolkit your customers will consistently receive fantastic service experiences and you will see the evidence of this through improved service measures such as your Net Promoter Score (NPS).
Excellence, every time
Your people will deliver consistently high levels of service and satisfaction
When you train your Customer Service people in our Mindset, Language & Actions of Service Toolkit, you will
- help them to consistently deliver the highest levels of service to build and safeguard your reputation
- strengthen your team’s capability to build strong positive relationships with your customers by giving them confidence that they can always provide a way forward or options and alternatives
- equip them with the self-management and communication skills that will protect them in the current demanding environment
- protect relationships throughout your organisation by equipping your people with powerful and practical ways of working together, managing new demands and working in different ways
- improve the impact of these better, more powerful relationships, giving everyone the ability to thrive in their roles, be more productive and consequently improve your business results
Excellence, every time
Your people will deliver consistently high levels of service and satisfaction
When you train your Customer Service people in our Mindset, Language & Actions of Service Toolkit, you will
- help them to consistently deliver the highest levels of service to build and safeguard your reputation
- strengthen your team’s capability to build strong positive relationships with your customers by giving them confidence that they can always provide a way forward or options and alternatives
- equip them with the self-management and communication skills that will protect them in the current demanding environment
- protect relationships throughout your organisation by equipping your people with powerful and practical ways of working together, managing new demands and working in different ways
- improve the impact of these better, more powerful relationships, giving everyone the ability to thrive in their roles, be more productive and consequently improve your business results
Let’s talk
Connect with us and one of our team will help you.
Our Resources
Discover our free downloadable tools, checklists, guides and eBooks, designed to help you and your people thrive at work.
Eight essentials to improve customer satisfaction
At the heart of driving high levels of customer satisfaction, we’ve identified eight factors that serve as the foundations of a customer-focused culture. Concentrating diligently on these will provide you with a road map for determining the customer centricity of your organisation and whether the foundations for excellent customer satisfaction are in place. Check out […]
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Six Steps to Confident Conversations for Managers and Teams
Being confident and positive in conversations with colleagues, customers, suppliers and stakeholders will help to manage any situation that arises in a constructive, appreciative and empathetic way. The ability to manage any workplace conversation efficiently and appropriately will ensure a more enjoyable and productive working life, allowing everyone to thrive and achieve their goals and […]
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Four important productivity characteristics of Customer Service teams
There are many ways to enhance productivity at work. At the heart of every organisation, whether for profit or not, productivity is of course critical to ensure goals are achieved in the most effective way. From our work with clients all around the world we have identified four important characteristics found in highly productive Customer […]
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Guide to assess your listening skills
If you pause to reflect for a moment, consider how well do you truly listen? When we assess listening skills on our programmes, senior executives to the frontline participants tell us they realise they could do better. They become aware that they could substantially enhance and build on their listening skills so that we have […]
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Checklist and guide: Phrases to listen out for and eliminate from customer service responses
Our simple Checklist and guide will help you to determine whether your teams need more help in understanding how to respond positively, constructively or empathetically.
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Information Guide: How to ensure long-lasting impact from training
We know that strategic, all-encompassing embedding support is essential for achieving long-term behavioural change and success from any significant training investment. Use our information guide to ensure you are considering all aspects of the training experience to gain maximum benefit from your investment in training, whether it be a focus on your culture, a transformational […]
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Assessment tool: Do your people have an Optimal Mindset?
Use our checklist assessment tool to find out whether your teams are displaying a positive, motivated and optimal mindset in their day to day activities and whether they are equipped to deliver great service, collaborate with others in the team and contribute to excellent outcomes every time. This will help you to gain invaluable insight […]
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Checklist: Do your people demonstrate Ownership & Responsibility?
Use our Assessment tool to find out whether your team members clearly demonstrate ownership and responsibility in their interactions with customers and colleagues. Is this consistently demonstrated? Do they need a reminder? Or is it something that needs to be developed? Having a clear understanding will allow you to gain invaluable insight and plan to […]
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Assessment Guide: Management Training Needs
Do your managers have what it takes to be exceptional leaders who influence and inspire? Use our Management Training Assessment Guide to gauge your managers’ self-awareness, self-management and communication skills; their proficiency in advanced listening and questioning techniques; and their overall potential to be exceptional leaders who value diversity within their teams and can flex […]
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Assessment tool: 12 Questions to ask your customer service team
How are your team thinking about your customers? Use our 12-question assessment tool to keep your finger on the pulse of what your people are thinking and feeling about their interactions with customers and whether they truly feel equipped to give great service. Build this assessment into your team meetings, or 121’s and gain important […]
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eBook – How to Excel at Customer Complaints
How are your customer service teams handling the feedback and complaints that come their way at work? Do they welcome them as opportunities to showcase their skills as confident and capable customer service advisors, always happy to rise to challenges with a positive and solution-focused mindset, determined to do their best every time? Or is […]
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