Finally! A customer service training solution for NHS frontline staff and managers who want to deliver a positive experience for patients and visitors in every situation...
...and make your life a lot easier at the same time!
If you operate within a ‘typical public sector environment’ as you do, where there are many other organisations or departments providing a service to patients or the general public, just like you are, YOUR customers are making decisions and choosing how they will perceive YOUR department AND talk about you to others, based purely on the DIFFERENCES you and your staff provide.
One Purchase - Lifetime Access!
In fact, if we haven’t managed to convince you YET that the UCSTP is THE training programme for you & your frontline staff, then we want to go one step further and give you a sneaky peek of the programme COMPLETELY FREE OF CHARGE!
Just click on the button below, register your interest in previewing the programme and enjoy the free training session we've carefully selected for you to watch and evaluate.
Here's what our customers have to say...
"We've been working with the FIT team for many years now - and this new online version of their brilliant training will be very welcomed by any new starter into our team."
"This new programme is perfect for frontline teams like ours, especially for new starters, to set Best Practice customer service in place from the outset"
So what's in the programme?
Choosing your attitude each day – how to maintain a positive mental attitude throughout the day using our Top 10 Tips for staying on-track and keeping positive!
How, and when, to use the customer's name to build rapport and to focus attention.
How to develop and use a language of influence – use positive vocabulary and avoid negative, everyday language!
A range of techniques designed to help you deliver BAD NEWS whilst still maintaining rapport with your customer
Double the power of your vocal communication – turn up the volume, slow down the pace and create a voice of interest with your inflection.
Master the art of giving a WIIFY! - whenever you want a customer to do anything for you let them know what’s in it for them
How to apply the 2nd Option Technique to give the customer an illusion of choice and control
Learn to Under Promise and Over Deliver in order to manage customer expectations.
Follow the KISS principle - making it easy for our customer to communicate with us!
Develop a range of questioning techniques to find out exactly what your customer or prospect wants or needs from you.
Practice the 10 commandments of active listening
Matching back with information that answers a question, provides a solution or establishes a plan of action for your customer or prospect.
How to build rapport by mirroring and matching customers to ensure rapport is built and maintained throughout the conversation
How to communicate, with positive impact, in the written word - follow the 10 Golden Rules of Netiquette