Few businesses realise that customer service and the experience customers get from dealing with businesses, makes or brakes your future. Having customer service levels set up and deliver accordingly is the foundation of successful business.

1. Tailored workshops in
Customer Service Excellence
Navigating the customer experience into the right direction
Introducing DDVskills

2. Your CustomerYour Customer
doesndoesn’’t caret care
How much you know,How much you know,
Until he knowsUntil he knows
how much you care.how much you care.
DamonDamon
RichardsRichards

3. Service Culture
Statistics on
customer service
should NOT
be ignored
FactsFacts

5. Service CultureFacts
Attracting new
customers cost 5 x
more compared the
ones already have
FactsFacts

7. Service CultureFacts
91% of unhappy
customers will not
willingly do business
with you again
FactsFacts

9. Service CultureFacts
Of all companies with
outstanding customer
service 70% them uses
customer feedback
to make strategic
business decisions
FactsFacts

11.  Keep it simple
 Your vision should match you customer base.
 Don’t complicate what you are about.
 Don’t fool yourself. Are you being innovative or just
oblivious
 Be aware of the elements your customers
experience
 Understand and get to know your customer
outside of the interactions with your company
What can you do?What can you do?

12. At your
service
➢ International knowhow to stand out in a
competitive market
➢ 15 years + experience in Customer Service
➢ Tailored workshops
➢ Bespoke to the needs of your customers
➢ Competitive prices to meet your budget

13. My workshops are aimed at both the Entrepreneur
as to the larger corporations. Simply for the reason
that the 1 thing and the most important part of any
business they have in common is the customer.
The customer rewards you by giving you business
and pays for the service of products your provide
and that is the customer demands excellence, but
more importantly “DESERVES”
Customers demand

14.  Tailored to your specific needs and requirement
 Tailored to the challenges you and your employees
 Tailored to the needs of your customers
 Tailored to your specific industry
 One full day workshop
 Groups with max 10 delegates/workshop
Our Workshops are…Our Workshops are…

15. The objective of the workshop is to improve
user satisfaction while increasing employee
morale and to develop the coaching skills of
managers and supervisors
Objectives

16. ➢ Improved customer satisfaction scores
➢ Reduced escalations
➢ Increased call resolution rates
➢ A common service language
➢ Improved staff morale and reduced
turnover
➢
Outcomes

17. A range of teaching methodologies will be employed throughout the
training. They include presentations to explain new information and
ideas; plenary discussions to obtain participants views and opinions;
group activities to enable participants to work with one another;
demonstrations, role plays and case studies.
Teaching methods are taken into account the special needs of
participants including their experience, role within the company and
habits.
The participants are encouraged to engage and give scenario’s they
deal with on a daily basis as examples to how we can improve our
customer service.
Methodology

18. Any individual employee alone is very unlikely to achieve major changes in the quality of
customer service in an organisation. Walking the same road and striving for the same
goals as a team, can make a business go from being average to being outstanding.
This customer service excellence workshop is carefully researched and delivered to build
up a critical mass of people who are pulling in the same direction to collectively consider:
ExcellenceExcellence

19. ➢ The effects of good and bad customer service on your
organisation
➢ How a change in your behaviour can have an impact on
your customer and increase customer loyalty
➢ How to project a professional company image through
becoming aware of your product/business
➢ How to handle difficult customers
➢ What communication skills to practice so that you become
more effective in your customer service role
➢ How to maintain a positive attitude even in challenging
situations
You will learn

20. ➢Knowing your organisation and industry
➢What impression do you create
➢Good versus poor customer service
➢Who is my customer
➢Customer Satisfaction
➢Responding to and turning complaints into opportunities
➢Communicating positively with customers
➢Telephone skills and etiquette
➢Resetting Expectations
➢Dealing with difficult customers
Topics

21. Who should attend?Who should attend?
Anybody within the company in direct contact
with customers
➢In person
➢On the phone
➢Via email

22. Services offeredServices offered
All our trainings are customer service related but can be
targeted to specific area’s in your company. We do deliver
sales training which will be automatically combined with
customer service as it is our believe that you can not
deliver a sale without serving your customers before, during
and after the purchase has been completed.
➢ Telesales
➢ Receptionist training
➢ Telephone etiquette
➢ One-on-one coaching

23. Some of our clientsSome of our clients

24. Contact us
Our contact details