Customer Service

Home > Customer Service & Sales > Customer Service

Calcom inspires your teams to become energised, skilled and focused on delivering great experiences on each and every customer contact. We work with you to skill your people through high impact learning and development programmes.

Calcom is an Institute of Customer Service business partner and a BTEC assessment centre providing a full range of accreditation and qualification services to raise standards and professionalism through a variety of professional bodies including the Customer Contact Association and Institute of Customer Service.

 

 

Click & Call

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

 

Effective Complaint Management

To complain is the right of every customer and since there is no rulebook for them to follow the spectrum of complaints come in many forms. When a customer chooses to engage an organisation with their concerns – does this mean a lost customer? NO, and in fact if dealt with in a professional and effective manner this customer connection can turn into a moment of truth and cement that customer’s bond to the organisation.

  • Identify causes and emotional triggers
  • Root cause analysis
  • Negotiation, empathy and problem solving skills
  • Self talk and stress management techniques
  • Develop confidence, assertiveness and personal power

The role of complaint handling is invaluable in an organisation’s customer charter and their commitment to outstanding customer service excellence. This course takes delegates from the OW to WOW in dealing with customers on the edge.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

 

Letter Writing

With increasing channels of communication open to customers and an increasingly competitive market, where customer service is the true differentiator, getting it right in every interaction is critical. That’s why Calcom have developed a letter-writing programme that brings written correspondence into the 21st century and enables customer service professionals to deliver a branded customer experience through the written word.

Service Words takes delegates through a 1-day workshop that focuses on developing the structure, language and attitude to write engaging letters that respond to the customer’s triggers. Calcom use a letter KIT ™ to help delegates identify critical facts, understand motivations and acknowledge emotional factors.

  • Identify & understand human and factual elements of responses from customers
  • Structure high impact and highly motivational responses to customers through the GOOD NEWS ™ model
  • Excellent first impressions through accurate and appropriate grammar and punctuation
  • Engage Motivating Language

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

 

Escalated Complaints

This two-day workshop focuses on complaints of high complexity. Gain the knowledge that the role is more than resolving the complaint, it's about building the customer relationship further and a chance to learn from mistakes made, enhancing service further

  • Develop an aftercare approach which focuses on the risk element of complaint handling
  • Realise that this is the last chance to keep the customer, developing effective complaint handling skills for the initial complaint
  • To set up and develop a proactive, positive approach to dealing with complaints and changing as a result
  • To capture learning and act upon it to influence the business to change

It's time to develop a proactive approach to move things forward and take responsibility for making a difference.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

 

ICS First Impressions™

This accredited Institute of Customer Service programme is a must for every customer facing person in your organisation. The central aim of ICS Firstimpressions™ is to provide people in the front line customer service roles with a foundation in the knowledge, understanding and skills needed to become a Customer Service Professional

Firstimpressions™ includes

  • Two one-day workshops
  • Workplace assignment
  • Firstimpressions™ participant guide
  • Multi choice assessment

Successful delegates are awarded the ICS Customer Service Foundation Certificate and a free one year foundation membership to the ICS

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

 

Stress Management

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

 

Customer Service Fundamentals

This powerful programme will give your staff the ability to increase customer satisfaction and wow your customer. A journey of self –discovery and skill development, uncovering how to put the customer at the heart of each and every single interaction.

  • Now the power of YOU
  • Learn what customer service really is
  • Understand how to employ Calcom’s unique 7Step service excellence model
  • Develop trust, rapport and customer engagement right from the very beginning of every contact
  • Discover how to always achieve a positive outcome

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

 

Sales Through Service

Motivate your retention team to develop current relationships and add value to every transaction, understanding how important their role is in nurturing the customer relationship from beginning to end utilising new skills to demonstrate understanding and customer care

  • Significantly improve brand awareness and align behaviours to create the right impression on every contact
  • Develop a passion for people
  • Create powerful beliefs in own ability
  • Negotiate and influence effectively

Feel the fear but do it any way!

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

 

Advanced Customer Service

Delivering great customer service is becoming increasingly tough as customers become more demanding and require a higher degree and care from the organisation that they choose to do business with. Delegates will learn how to create a customer experience that will lead to significantly increased levels of customer satisfaction.

  • Psychology of customer service
  • Do you really care? Developing a customer service attitude
  • Advanced listening and silence
  • Building deep rapport
  • Questioning for control
  • Power language
  • Common mistakes and pitfalls
  • How to say ‘NO’
  • How to prevent escalated complaints
  • Making the customer feel special – every time

This advanced programme will take your customer service teams to the next level

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

 

Credit Control

 

back to top

 

Technical Support

 

back to top

 

Power of You!

The Power of you takes delegates on a journey of self discovery, self awareness and self development. Empower people with confidence, energy and focus to live life to the max and be the best they can be with all they have.

  • Go through a Self Awareness Journey
  • Take the Calcom S-Factor test
  • Develop personal behaviours that underpin achieving success in life, in work and in general
  • Provides techniques to choose a positive and proactive existence

Need to improve personal impact?

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

 

Multi Channel Service Excellence™

Today, more than ever, customers are demanding that the organisations they deal with deliver the highest quality communication no matter which channel they access. Winning organisations are the ones that understand the fundamentals of effectively integrating their channels together to provide a 360-degree view of the customer experience. Multi-channel customers typically are the most loyal, profitable and valuable to a company and it is with this loyalty they can be the most demanding when it comes to the standard of service they receive. This frontline programme provides the essential skills to

  • SMS, MMS, Video, tel & web chat
  • Understand the internet for CRM
  • 360 customer communication

The Multi Channel Service Excellence™ BTEC will give your teams the confidence and skills to communicate successfully on all channels.

Would you like to find out more? Call us on 0845 230 8500 or email amazingpeople@calcomgroup.com now!

back to top

"Calcom have really taken the time to get to know our business, our people and our challenges. Their understanding of our company means they design learning solutions and provide support targeted at delivering the results we need in each specific area of our business, unlocking the potential within our organisation and within our people."

Dawn Cox

Head of Customer Service

Parcelforce Worldwide

Different ways to run a course