Client care, customer experience, and service success – however it’s labelled, customer service isn’t just something seen on the front line of our business – a concept to keep people happy when they have been given something to complain about – or when we are selling to them.

It’s an altogether deeper understanding of the adage: “The customer is not an interruption in our work. They are the purpose of it. They are not an outsider in our business. They are part of it.”

But this needs to be far more than a slogan on the wall, it is more than a plastic smile – and some staged good manners – ‘Customer Service’ needs to occur on a fundamental level, to be a part of the DNA of every person in our business, and should not be limited to external customers either.

The topic covers many subject areas – from communication, conflict handling through to call centre excellence and mind-sets – but wherever applied, a deep understanding of the value of good service and negative impact of bad service is essential.

ZCA Cultural Customer Service sessions are designed to the specific needs of each of our clients. A few examples of what we cover in the broad topic include:

• The positive first impression
• Emotional intelligence
• Empathy and understanding
• Conflict handling
• Mind-sets for service success
• Attitude and behaviour
• Assertiveness skills
• High level listening
• The positive last impression
• Service in project and account management
• Call handling (in all its many facets!)

Cultural Customer Service Testimonials:

"The best training course I’ve ever been on."

"Amazing just like therapy."