Brand Basics for Front-Line Teams

Utilising the Power of NLP to take your Brand off the Page. This course is suggested for all contact centre operations to both motivate their front-line people and to ensure positive delivery of the brand.  The two days will look at a variety of proven Customer Service Excellence tools, techniques, personal development and best practice that will walk through how to make a true difference in customer's lives.

HIGH-LEVEL LEARNING     

  • Develop skills to reinforce behaviour and motivation of top customer service professionals.
  • Develop a team environment that fosters synergy with customer service excellence
  • Develop your own Head, Heart and Instinct map of your brand
  • Introduction to both NLP and emotional intelligence

YOU WILL LEARN

  • Know how to ‘be the brand’ through every customer interaction
  • 7 keys steps to Emotionally Intelligent customer service excellence
  • Develop communication skills for highly effective and productive conversations
  • Develop skills and building deep rapport with customers and teams
  • Be able to turn negative situations in to positive outcomes
  • Take ownership of the customer experience in a professional and confident manner

Who should attend: 

   Contact Centre professionals from advisor to team leader level

Delivery Option:

    In-house option available

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