Customer service advisors play a major role in delivering customer experience whilst heavily influencing your organisations brand. Dealing with sales queries and objections effectively is critical to customer satisfaction and supports continued business growth.
The Customer Service Framework
Our Customer Service Framework offers a clear, step by step guide to completing a call in the most effective manner. Following the framework, gives structure and positivity to even the most difficult situation.
Sometimes, it’s not what we say, it’s how we say it. Delivering bad news, can leave us open to criticism, objection, and in some cases anger. Success lies in how well we handle these objections.
Understanding Your Caller
Recognising the Social Style of your caller will enable you to adapt your communication style, execute the Customer Service Framework and bring the call to a positive outcome.
Proactive Vs Reactive Customer Service
Waiting for customers to call with queries, and then dealing with them effectively is what we call ‘Reactive Customer Service’. The ability to anticipate and prevent these problems from arising is what we call ‘Proactive Customer Service’. This differentiates you from your competition.
“Positive Step Change in the Culture”
Trans2 Performance made a significant contribution to the development of our people and delivered a powerful and effective programme which has resulted in a positive step change in the culture of Willerby Holiday Homes.
Alison BettacWillerby Holiday Homes HR Director
We are working with Trans2 Performance to engage with and develop our senior leadership team. The programme is ongoing and the early results are extremely positive. The human performance insights are invaluable
Sue MurdochKCOM HR Director
We worked with Trans2 Performance in the second half of 2015 and the impact on our teams has been transformational.
Nick ThompsonGradwell Managing Director
I highly recommend anyone to involve Trans2 Performance in some fashion in your organisation. I am confident you will see positive rewards.
Tripp MartinUniversity of Birmingham Careers in Business Manager
We have worked with Trans2 Performance to better prepare our players and coaches to communicate effectively, increase our mental capability and to develop an overall positive mindset. The insight is thought provoking, motivating and really actionable.
Lee RadfordHull F.C. Head Coach
T2 Video Archive
Here is a selection of video content filmed at previous T2 Talks & Trans2 Performance events. Feel free to comment & share.