Geoff has extensive experience of consulting, analysis, learning design and delivery across a range of industries and performance disciplines.
Customer Service Training
Righttrack Consultancy delivers bespoke customer service training solutions to help your team achieve:
Increased customer satisfaction
Improved customer relationships and loyalty
Reduction in complaints
Looking for customer service training solutions?
Righttrack can develop and deliver a bespoke training programme to meet your needs or one of our established training programmes can be utilised. Use the menu on the left to explore the areas covered.
Case studies
Developing the team's listening skills and cultural awareness led to IKEA Kuwait winning Service Heroes award...
Using a scenario that mirrored worked-based situations, delegates were able to act out different ‘parts’ and experience customer service standards for themselves...
The team needed to be confident and skilled to handle difficult situations in a tactful yet assertive manner...
A truly imaginative and unforgettable, large-scale experiential event inspired a customer service culture that would make every visitor experience a memorable one....
Righttrack equips Council with comprehensive, branded training manual and nurtures internal training talent to be able to drive standards of customer service excellence.
Allport Sea Freight Division uses Righttrack Customer Service Management programmes to develop their people in major UK operational centres.
Existing levels of customer service at this property investment company were high; however the bar was to be raised…
GP Practice Training
Managing Patient Relationships 
This programme support GP practices that want to develop better relationships with patients and reduce complaints.
Read more about this 1.5 day programme.
Our specialists
Phil has an excellent reputation for his creative approach to design solutions and high energy delivery. You can be assured that every delegate will be fully engaged from beginning to end.
With extensive experience as a training consultant and corporate and executive coach, Colin is a highly skilled practitioner.
Lynne’s approachable and engaging personality puts delegates at ease, whilst her experience and strength give her credibility with delegates of all levels.
Steve’s personality and skill combine to make him versatile as a learning and development consultant working with in-house training teams and groups of delegates to achieve amazing results.
Graham's natural interpersonal skills and enthusiastic style make him ideally suited to the role of a customer service learning and development consultant.
Taymour’s colourful background and international experience has helped shape him into a trainer and consultant that has a good understanding of what makes people tick.
As a specialist in the use of communication and interpersonal skills in drama-based techniques in learning and development, Colin’s approach is extremely effective.
Customer service is one of Karen’s passions! She has worked in a range of customer service roles herself.
Experiential Learning
For organisations that want something different to conventional classroom training.
Read more about one of Righttrack's experiential training scenarios.
Righttrack Whispers
Improving self-confidence
Graham Proud considers the impact of Psycho-Cybernetics.
Customer Service News
Latest Customer Service Training Blog Posts
Customer Services Training Blog:
Customer complaint handling in the hospitality sector
Customer Service Training Blog:
Opportunities for Customer Service Training in GP Practices
Customer Service Training Blog:
The Financial Benefits of Customer Loyalty
Customer Service Training Blog:
Public and Patient Engagement in the NHS reforms
Customer Service Training Blog:
Customer Service – Greeters with guns
Customer Service Training Blog:
Public and Patient Engagement and Customer Service
Customer Service Training Blog:
Key Performance Indicators and the NHS Outcomes Framework
Customer Service Training Blog:
Customer Expectation Of Level of Service Continues To Rise
Customer Service Training Blog:
Retail Customer Service and the Use of Greeters
Customer Service Training Blog:
Retaining Staff in a Customer Service Environment
Customer Service Training Blog:
Customer care: is it different from customer service?
Customer Service Training Blog:
Customer Care training: role play suggestions
Customer Service Training Blog:
Customer Service Skills
Customer Service Training Blog:
Using internal staff to improve customer service skills
Customer Service Training Blog:
Winning involves hard work
Customer Service Press Release:
UK training consultancy delivers results for IKEA in Kuwait
Customer Service Training Blog:
Local Garden Centre delivers a great visitor experience
Customer Service Training Blog:
Customer Service: do you only get what you pay for?
Customer Service Training Blog:
Good Customer Service: A joy to experience
Customer Service Training Blog:
Snowy weather highlights need for customer service training
Customer Service Training Blog:
Waiting for service
In-company / bespoke training benefits
Righttrack Consultancy offers in-company training programmes that deliver results.
The training can be bespoke to the exact requirements of the client or selected from Righttrack's extensive portfolio of existing programmes. People are often pleasantly surprised that both these options can offer cost effective alternatives to sending a number of staff on a standard open (public) course.
Frequently Asked Questions:
What is the difference between an in-company and an open training programme?
What is the main benefit of bespoke training?
How much does bespoke training cost?
Righttrack Service Xtra
Service Xtra projects use the four key elements of the
Entirely Excellent Customer Service Model to achieve
a step change in customer service:
Vision
Processes
Skills
Results
Customer Service Skills
Programmes can be bespoke to your organisation and markets. They can be used to inspire customer facing staff to deliver an exceptional customer experience.
Customer Service Skills programmes cover:
Customer Service Telephone Skills
Customer Service Face-To-Face Skills
Visitor Experience
Creating a Customer Service Culture
Developing an excellent customer service culture requires everyone, regardless of position or function, to have a clear idea of their own contribution to service excellence.
Righttrack specialise in working with organisations to help identify and implement a change in customer service culture.
This includes:
Culture Change Workshops
Visitor Experience Workshops
Consultancy
Management in Customer Service
Based on the bespoke Righttrack Management Training portfolio, each Customer Service Management course is created with you to embrace your operations, processes, products and services.
Building blocks include:
Leadership and management style
Motivation of customer service teams
Customer service team recruitment
Customer service team development
Coaching for customer service managers
Performance management
Communication skills
Customer Service Train the Trainer Training & Training Manuals
Righttrack helps develop internal trainers by offering support for:
Train the Trainer Training
Writing Manuals
Train the Trainer Training
Are you looking to be self-sufficient in your customer service training through your own training team? Then tap into the expertise of the Righttrack Academy for Trainers.
Training Manuals
Our work at Righttrack is about designing and documenting training of all
types. If you would like to tap into our expertise we can work with you
to develop your own documented training courses and manuals.
Processes & Procedures for Customer Service
For some clients wishing to improve their customer service levels, a development programme is not enough to achieve the objectives and level of customer service improvements. Understanding how far to raise the bar on service and to clarify which processes and procedures need to change, may require the support of an outside resource.
Righttrack partnership options provide a range of consultancy services to support a more holistic approach to customer service improvement, providing you with:
High levels of customer service experience in a range of sectors
Creative workshops and consulting methods
A highly consultative approach
Customer Service Training Enhancements
Righttrack Consultancy offers a range of specialist services which can be included in training programmes.
Enhancements can include:
Experiential events - Righttrack's unique formula for "learning by doing"
ILM approved programmes
Mystery shopping
Phone Coach
Assessments
Psychometric Questionnaires
Righttrack's established customer service training programmes include:
Customer Service Skills – Showing You Care – 2 day
Advanced Customer Service – Facilitated Workshop – 2 day
Customer Service Strategy – Charter, Standards and Skills Workshop – 2 day
Handling Difficult Customer Situations – 2 day
Leading & Managing Call Centre & Customer Service Teams - 2 day
Customer Service – Face-to-Face - 1 day
Customer Service – on the Telephone - 1 day
Complaints Handling Skills - 1 day
Complaint Handling - Assertiveness in Customer Service- 1 day
Managing Patient Relationships in GP Practices - 1.5 day programme