OUR PROGRAMMES

Customer Service Skills

An unhappy customer is significantly more likely to voice their displeasure with a business. In the Social Media Age, an angry customer’s grievances can reach thousands of potential customers within minutes. At Robin Lines Associates, we understand that it’s vital for your customers’ questions and concerns to be dealt with quickly and effectively.

Customer Service Skills

Turn Negatives Into Positives


Life is too busy to be spending hours on the phone with companies, but so many of us do. We do because Customer Service often fails to address our concerns and queries adequately. Our approach to Customer Service is one in which the customer feels valued and who speaks highly of an organisation’s ability to fix their problems.

The six days I spent with Robin were fun, engaging, but most of all, informative. It made me review my personal offering whilst affecting how I interacted with colleagues; whether direct reports or managing upwards.

Darren Hatherley

Director of Sales Development, ADP

Understanding the Concern

Our research shows that the vast majority of negative engagements with Customer Services are due to a failure of the organisation’s representative to understand the customer’s issue. Our programme is customer-focused, ensuring that your people are trained to listen to the customer’s pain and respond empathetically to their need.

Building Trust

It takes very little to erode trust in the relationship between customer and business. A customer who feels they have been cheated, kept in the dark or otherwise disrespected will quickly look to jump ship. However, a customer who feels encouraged by your approach in tackling their problems is more likely to stick around because they will have confidence in your ability to handle future problems.

Stop Getting it Wrong

Some of the most substantial Customer Services expenses come from just getting it wrong. Using the wrong language, addressing the wrong concern, offering the wrong solution, etc. If your customers are seeking new paths because of their experiences with your Customer Service team, you are getting it wrong. We’ll help you put it right.

Our Three Stage Process

Research & Analysis

We spend some time within your business, understanding its people and culture. By talking with and observing your people in action, we start working on an approach that suits you.

Planning

We'll go over our findings with you and suggest a plan of action, according to your needs and budgets. Using the knowledge we've gained from your business, we'll tailor our suggestions to fit naturally with your organisational culture.

Implement & Monitor

We'll deliver the programmes you've agreed to on time and to schedule. You'll be kept up-to-date every step of the way and we'll also monitor your people's ease with our content, further tailoring the programme if required.

Address

Bloxham Mill, Barford Road, Bloxham, OX15 4FF

Telephone

01295 742142 | 07548 023711

Email

[email protected]binlines.com

Contact Us