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
Discover the eight essential factors that form the foundation of a customer-focused culture and assess how well they’re reflected in your team.
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Six Steps to Confident Conversations for Managers and Teams
Use our six-step model to approach any workplace conversation with confidence, empathy and clarity—supporting great service and strong relationships.
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Four important productivity characteristics of Customer Service teams
Explore the four key characteristics of highly productive customer service teams and assess how consistently your team demonstrates them.
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Guide to assess your listening skills
Use our guide and 1-Day Journal tool to strengthen your listening skills and build more meaningful, collaborative relationships at every level.
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Checklist and guide: Phrases to listen out for and eliminate from customer service responses
Assess whether your teams are using language that supports positive, empathetic service and avoid common phrases that can undermine customer experience.
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Information Guide: How to ensure long-lasting impact from training
Use our guide to ensure your training investment delivers long-term behavioural change through effective, organisation-wide embedding and support.
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Assessment tool: Do your people have an Optimal Mindset?
Use our checklist to assess whether your teams demonstrate a positive, service-focused mindset and are equipped to collaborate and deliver excellent outcomes.
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Checklist: Do your people demonstrate Ownership & Responsibility?
Use our assessment tool to evaluate how well your team demonstrates ownership and responsibility in their interactions—and identify where support or development is needed.
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Assessment Guide: Management Training Needs
Use our assessment guide to evaluate your managers’ leadership capability and identify where training can unlock their full potential to inspire, influence and lead with impact.
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Assessment tool: 12 Questions to ask your customer service team
Use our 12-question assessment to uncover how your team thinks and feels about customer interactions—and identify where to celebrate strengths and offer support.
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eBook – How to Excel at Customer Complaints
Download our eBook to help your customer service teams reflect on how they handle complaints and feedback—and equip them with practical ways to respond positively and take ownership.
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5 Core Competencies Checklist: Assessing frontline and middle manager capability
Assess whether your frontline and middle managers have the core leadership skills to turn strategy into action and drive results.
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Communication Effectiveness Checklist: Building a Thriving Workplace
Discover how effective communication supports a thriving workplace and use our checklist to evaluate your organisation’s strengths.
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Checklist: How to meet customer expectations when handling feedback and complaints
Use our checklist to assess whether your customer service teams are equipped to turn feedback and complaints into opportunities for loyalty and improvement.
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Seven Characteristics of a Successful eLearning Experience
Explore the key elements of effective eLearning and blended programmes that deliver behaviour change and measurable business impact.
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Tactics to Improve Productivity and Make Better Use of Your Time
Use our guide to help your teams boost resilience and productivity by focusing on what they can control using seven simple, proven questions.
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Glad > Sure > Sorry – the go to complaint handling tool
Discover how our Glad > Sure > Sorry tool can boost your team’s confidence and capability in responding positively to complaints and feedback.
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