CUSTOMER SERVICE
Enhance Your Customer Service with Expert Training from Bigrock…
Optimise Experiences
Delight Customers
BUILD
TRUST
ENHANCE
LOYALTY
DRIVE
GROWTH
Exceptional customer service is the cornerstone of every successful business. It’s not just about responding to enquiries; it’s about understanding, anticipating, and exceeding customer expectations at every touchpoint. At Bigrock, we specialise in customer service training that empowers your team to deliver outstanding experiences, increase conversion rates, and create lasting customer delight.
Why Invest in Customer Service Development with Bigrock?
1. Tailored Training for Your Business
We recognise that every business is unique, with its own challenges, customer expectations, and service standards. That’s why our training is fully customised to meet your specific needs. We work closely with you to understand your goals, then design a training programme that delivers real, measurable improvements in your customer service outcomes.
2. Practical, Hands-On Learning
Our training is engaging, interactive, and focused on real-world application. Through role-playing, scenario analysis, and practical exercises, your team will gain the skills they need to excel in their roles. We emphasise practical strategies that your staff can use immediately, ensuring a smooth transition from training to implementation.
3. Aligned with Your Values
Customer delight isn’t just something we teach; it’s one of our own core values. We believe in the power of going above and beyond, and we bring this philosophy into every aspect of our training. Our commitment is to help your team deliver service that not only meets but exceeds customer expectations, creating memorable experiences that set your business apart.
4. Results That Speak for Themselves
Our proven approach has helped businesses across industries achieve significant improvements in customer satisfaction, loyalty, and sales performance. Whether you’re looking to boost your Net Promoter Score, reduce churn, or simply deliver a better customer experience, our training provides the tools and insights needed to achieve your goals.
Our Approach: Understanding & Responding with Excellence
Founded on the principles of gaining a rapid and accurate understanding of customer needs, our training equips your team with the skills and confidence to handle enquiries professionally and effectively. We believe that every interaction is an opportunity to build trust, enhance loyalty, and drive business growth.
Our programmes include:
Rapid Understanding of Customer Needs – Our training teaches your team to quickly and accurately assess what your customers are looking for. By honing listening skills, asking the right questions, and picking up on cues, your staff will learn how to pinpoint customer needs with precision, ensuring that every interaction is relevant, efficient, and customer-centric.
Professional and Confident Enquiry Handling – Handling customer enquiries is about more than just providing answers; it’s about delivering them with confidence, clarity, and a sense of professionalism that reflects your brand’s values. We train your team to navigate even the most challenging situations with poise, ensuring that every customer feels heard, respected, and valued.
Driving Conversion Rates and Customer Delight – At Bigrock, we understand that great customer service directly impacts your bottom line. Our training not only helps your team improve their service delivery but also focuses on techniques that drive higher conversion rates. By delighting customers at every stage of their journey, your team can turn enquiries into sales and one-time buyers into loyal advocates.
In some of our most successful Customer Service programmes learners have explored…
Belief
Developing the right mindset…
Belief in the role – the importance of customer service to overall business success
Belief in yourselves – developing confidence and capability
Belief in the difference you can make to customers and colleagues
Maintaining the right mindset after difficult conversations
Style
Optimising communication style…
Empathy & Tone
Questioning Skills
Listening Skills
Influencing Skills
Objection Handling
Substance
A consistent conversational structure…
Engage – build rapport, explain your role and gain customer buy-in
Understand – understand the reason for their call, their needs and their greatest priority
Explain & Resolve – explain your solution, execute it and resolve the customer’s problem
Hear from our clients…
AMAZING
It was the best few hours of training I have had… I’ve come away feeling more confident about my own ability than ever before, whilst being far more mindful of how to better engage and listen to my clients going forward. Amazing!
Partner – UK
GREAT WORKSHOP
The facilitator was engaging and had all members share their own experiences and apply them to the theories and structures we were studying making it very applicable to real-life instances. Chris really made this workshop great and easy to understand, engage, and further apply to our daily work.
Associate – UK
GREAT RESULTS
We saw conversions of opportunity increase for every member of the group. 3 months post training, we saw a 20% increase in the training group’s conversion. A great result all round and would have no hesitation recommending Bigrock!
Sales Director – UK
Ready to Delight Your Customers?
At Bigrock, we’re passionate about helping businesses transform their customer service into a competitive advantage. Let us partner with you to create a service culture that not only satisfies but delights your customers at every turn.
Ready to Develop your Customer Service Teams?
Contact us today to learn more about our customer service training programmes and how we can help your team deliver exceptional service, every time.
