Reduce Customer Complaints, Increase Loyalty and Drive Retention

Customer service has become absolutely essential for businesses today.

Statistic after statistic tells the same story:

• 96% of customers say customer service is important in their choice of loyalty to a brand. (Microsoft 2017 State of Global Customer Service Report)

• 73% of companies with above-average customer experience perform better financially than their competitors. (Temkin Group, The State of CX Management, 2018)

• Companies that lead in customer experience outperform laggards by nearly 80%. (Forrester Consulting, Total Economic Impact Study 2019)

• 84% of companies that work to improve their customer experience report an increase in their revenue. (Dimension Data, 2017 Global Customer Experience Benchmarking Report)

Most NZ organisations already understand the importance of customer service. But who has the time and resources to devote to training?

Now, there's a better way.

Customer Experience consultancy Half Time Orange has developed an online learning programme that, in ten minutes or less per lesson, provides bite-sized video training focused on refreshing your team’s customer service, customer communication and customer problem solving skills. The lessons are both practical and immediately applicable.

QUICK AND EASY -- WATCH WHEN YOU HAVE A SPARE MOMENT

We know how busy your team can get so most of our video modules are no more than 10 minutes long. Not only that, but all modules are available for you to access any time 24/7 through your web browser, on your computer or mobile device.

Each course participant also gains full access to the bonus course library, which includes a wide variety of additional literature covering compliance, health and safety best practices, professional health and well-being guidance and many other useful topics to increase business effectiveness.

Here’s what the course covers:

The Principles of Good to Great Customer Service

• Why customer service is so important

• The surprising benefits of truly great customer service (and smart tips on how you can provide it)

• The CONTACT approach to excellence

When the Customer isn't “Always Right”

• How to turn customer problems into opportunities

• Calming customer anger and disappointment

• Exercising goodwill

• Cultivating relationships

Engaging Customers on the Phone

• How to communicate effectively when you only have your voice to work with

• Five powerful techniques for when you are communicating by voice alone

Best Practice Customer Service

• Choosing the ideal communications channels

• Offering a consistent experience every time

• Meeting and exceeding customer expectations

Effective Communications Strategies and Tactics

• The benefits and perils of communication

• Why only 7% of communication is based on words

• The secrets of engaging emails

Effective Listening

• How smart listening can provide you with more credibility, build stronger relationships and increase trust

• Key tips to improve your listening ability

• The four steps to active listening

How the Right Questions can Multiply your Sales Effectiveness

• 12 question types that will help you gain a competitive advantage

• Removing the guesswork through thoughtful questioning

• Enriching your customer conversations

Communication Styles

• The difference between linear and circular communications

• How the two styles interact

• The benefits of each style and how to adapt to them

Handling Customer Complaints

• Transforming a complaining customer into an advocate

• How to provide appropriate responses

• How to maintain customer satisfaction

Problem-Solving

• The five-step TOTAL approach used to resolve customer service issues

• Dealing effectively and respectfully with upset customers

Handling Conflicts

• Conflict management strategies that will help you be more productive

• Collaborating and achieving mutually beneficial compromises

Dealing with Objections

• Turning objections into opportunities

• Using objections to enhance relationships

• Overcoming objections with precision and confidence

• The difference between objections and rejections

• How to handle objections using the LAER technique

TIMING

This course is available for you to take immediately. Just contact us (info@halftimeorange.co.nz or phone +64 21 614 001), we will process your booking and then you're ready to go.

PRICING

For just $390+GST per person, we offer full access to the training for 12 months.

We also offer extremely generous discounts if more than five people from an organisation take the course. Ask us for more information.

WHO SHOULD TAKE THIS COURSE

Anyone who interacts with customers, whether directly or indirectly. That includes the obvious sales and customer service personnel but also can range across logistics, HR, marketing, accounting and administration.

Even those who consider themselves already highly experienced in customer service skills and techniques will benefit – the course serves as an effective refresher for such team members, and is likely to introduce them to new strategies and tactics that have been developed since last they undertook any training.

FEEDBACK ABOUT THE HTO EDUCATE COURSES

"I think the course is great. It's a fun and easy way to learn about customer service." -- Student, Accounts, Insite Logistics

"Each lesson was quick, so right on the money for time-poor schedules." -- Senior Advisor, deVere New Zealand Ltd

"Although we totally understand that connecting with our customers is one of the most important differentiators for our business, finding the time and staff resources to cover training commitments is difficult. HTO's solution really answers this problem, helping us keep our customer service skills refreshed." -- Business Owner, Insite Logistics

HOW TO GET STARTED

Sign up using your credit card via PayPal by clicking on this button (or see instructions at the bottom of this page for more options).

ABOUT US

The HTO Educate programme has been developed by Half Time Orange, a Customer Experience consultancy that works with organisations, large and small, to refresh and reinvigorate their relationships with their customers.

The importance of effective customer experiences simply cannot be overemphasised. As an integral part of our consultancy services, we evaluate the entire business and its contribution to customer experience (including business operational factors such as HR, marketing and sales).

The HTO Educate programme has been developed to ensure that the principles of effective customer service are available to every person in the business, managers and employees alike

THE COURSE PLATFORM

The Half Time Orange Customer Engagement Refreshment Series is found on our education platform, HTO Educate. It runs on the SAP Litmos Learning Management System, a cloud-based solution that's the engine behind some of the most sophisticated training programs in the world. SAP Litmos is recognised as the world leader in corporate learning, with more than 20 million courses completed in 130 countries.

GET STARTED TODAY

To reserve your place on this course, please pay by credit card via PayPal by clicking here:

If you would prefer to pay directly into our bank account, or require an invoice, or require an invoice in advance, please email info@halftimeorange.co.nz with you details.

MORE THAN 5 IN YOUR TEAM? CONTACT US FOR A CUSTOM QUOTE

Email info@halftimeorange.co.nz or phone +64 21 614 001

Customer Service is essential for every organization. Can your team spare ten minutes a lesson to improve their relationships with your customers?