helping
you
deliver excellent
customer experience
"The service your customers experience is
the experience you're willing to serve"
- Danielle Larkins
Welcome to servicepeople.
My name is Danielle Larkins, and I established this business in 2013 to support organisations striving to elevate their customer experience.
servicepeople helps your team members ‘switch on to service’ by connecting them with their personal customer service purpose, promoting a customer-centric mindset and coaching in communication and leadership skills that enhance the customer experience – every time.
our services
servicepeople develops and delivers facilitated customer service training programs to government, not-for-profit and commercial organisations across Australia, New Zealand and Asia.
specialist solutions
servicepeople's specialist solutions have been developed over the past 10+ years for specific scenarios we have repeatedly been asked to support.
"Service excellence is a service that goes beyond expectations"
- Danielle Larkins
our core training programs
connecting with a customer service purpose
A half day program designed to enhance your team’s customer centric mindset. The tangible value of customer experience, the personal impact each team member has on the customer journey, and the conscious behaviours needed to deliver service excellence will be explored in relation to your customer profiles and their expectations.
communicating for customer success
A full day program designed to understand and apply practical communication skills that promote positive customer outcomes as well as elevate team member confidence for customer interactions, including those that represent challenging exchanges. Expect role playing and an abundance of activities.
building customer centric teams
A half day or full day program designed for leaders to consider the importance of customer centricity in the context of their role and identify focus areas that support a sustainable customer culture. Leaders will review their team's current customer performance, exchange coaching and feedback techniques and address overcoming change resistance amidst a service transformation.
managing challenging customer interactions
A half day program designed to highlight the personal and organisational value of complaints and how to manage them effectively for ongoing and strengthened customer relationships. An opportunity exists within this program to improve your service delivery by exploring recurring complaints through a continuous improvement lens and practicing techniques for minimising and confidently addressing complaints.
supporting customers end-to-end call centre journey
A full day program designed to promote the quality and consistency of your team’s phone interactions. This program covers a range of practical communication skills within a best practice call management framework to support successful customer outcomes and optimise your team’s call taking competency and confidence.
promoting customer success with strong internal service
A half day program designed to encourage your team to identify their colleagues as internal customers and explore their expectations and needs. A key objective here is understanding the intrinsic link that exists between internal service delivery and the broader customer experience.
a select blend of MINDSET and SKILLS themes
A half day program designed to achieve a condensed blend of themes from the MINDSET and SKILLS programs. Understanding what it means to be customer centric, and the value of service excellence is complimented with a targeted selection of visual, vocal and verbal communication strategies for enhancing the customer relationship and de-escalating challenging customer interactions.
"A customer doesn't care what you know until they know how much you care."
- Danielle Larkins
our approach
servicepeople has an effective approach to ensure that our training programs empower your people and achieve your organisation’s goals through our design-develop-deliver methodology.
DESIGN is a consultative process where servicepeople seeks to understand your organisation, your customer goals and your training objectives.
DEVELOPMENT involves customisation of servicepeople’s core training programs and creation of tailored content aligned to the goals and objectives you outline.
DEVELOPMENT of programs by servicepeople’s experienced facilitation team incorporates a range of dynamic and collaborative activities. Delivery formats include face-to-face, virtual, self paced or blended.
"To deliver seamless service externally, we need
seamless communication internally. Every
conversation, update, and clarification is a step
toward service excellence"
- Danielle Larkins
hear from our clients
“Danielle and her team were great from A-Z. She ensured that our brief was clearly understood from which she created a detailed training schedule and then delivered it in a very engaging and enjoyable manner to our team.”
“The result has been a significant increase in the customer service interactions by our staff that has resulted in our client including them in their marketing campaigns as a point of difference to other offerings.”
“You are undoubtably a fantastic trainer, but I was honestly so impressed with how knowledgeable you were”
“Thank you so much for the past two days, the team have absolutely loved every minute of their sessions with you”
“I've already received feedback from a team member that they used one of your techniques to turn around a situation and they were impressed by the customer’s satisfaction”
“Thank you so much for delivering an exceptional training program yesterday and all the pre-work time you invested to ensure it was truly tailored”
“The team is thrilled to be using the new customer service framework you developed and we already taking our service to new heights.”
“Thank you for pulling together our new customer service induction video so quickly and professionally”
and what do our participants say ...
"Great training Danielle, well done!”
“Facilitator very engaging and knowledgeable. Great use of examples.”
"The content was easy to understand and apply."
"Facilitator was very informative and clear"
“The way it was delivered - good leadership from Danielle.”
"Danielle was very engaging.”
"I really appreciate the relevance of the program to my current role"
"Danielle was amazing"
"Easy to relate back to the real world"
"Danielle is great."
"Very clear / excellent delivery"
"Danielle was knowledgeable of our business"
Encountering dissatisfied customers is part of providing a service - how you respond is what sets you apart.
- Danielle Larkins
