Service Development Programs
Our practical training programs are designed to help improve the Net-promoter score of your clients and to hence increase customer engagement and retention.
They seek to create cross-selling and upselling opportunities wherever possible.
We are aiming to empower your service team to evolve from someone who fixes problems to someone who your clients consider as a trusted advisor. With our trainings we want to engage your service team to become individuals who care for your customers' business and who will bring new opportunities for a recurring revenue stream.
We mainly focus on 3 aspects:
- Employee retention and motivation - our programs are designed to motivate and help develop your customer facing service and customer care teams
- Our second focus is behavior and language and how to leave a better overall impression with customers. We teach ways how to lead angry customers from an emotion to a fact-based exchange or how to communicate bad news positively.
- The third part of our program deals with the commercial aspect and creating the awareness of looking “left and right” to identify how else we can help customers with their productivity, better quality, safety, etc.
Our customer service training programs are always personalized for our clients so that your employees can identify themselves with our content and project themselves into the situations that we describe.
Our Programs
Your Service organisation is the most frequently accessed face of your brand.
How does your Service Team represent your brand?
How can you unlock the power of your global Service organisation to promote your service programs and products?
What we do to help?
During a one-day Service-Excellence-Program with up to three cycles to compound your messages we:
- Provide focused programs to improve customer engagement with your global service organisation, designed to increase your NPS (net-promotor score),
- Create commercial awareness - knowing the right time to promote service products and how to do it, with the right language or
- Combine the improvement of customer relations with commercial awareness
Sessions and Subjects
- Know your company
- 8 Rules of Service
- Effective language - getting rid of bad language and replacing it with good language
- How to be neutral
- How to collect and work in facts, not emotion
- How to be a Trusted Advisor
- How to handle tough questions
- Service and Sales cooperation
- The Service Navigator and your Service Products
- How to give bad news
- How to handle an irrational or irate customer (or colleague)
- Customer Stress Points
- Real Case Studies
Get in touch
At Palmato, people help people.
Drop us a line and tell us: how can we help you?