Over the many years we’ve been designing and delivering customer service training we’ve worked with hundreds of incredible organisations, supporting them to embed a culture of customer service excellence.
We can create a bespoke training solution tailored to your every need (and budget) or deliver a tried and tested off-the-shelf programme. We can come and train your teams, or train your trainers to train them. We can focus on internal or external service, office or field based teams, dealing with each and every customer group, across any sector, to deliver excellence beyond excellence.
With three decades of experience under our belt and technology
at our fingerprints, we create perfect solutions to meet
ambitious objectives, within budget, for small
teams or whole organisations.
We can do off-the-shelf, customised or totally bespoke. Deliver
it in-house or prepare your trainers to. And even
have it accredited by the Institute of Leadership &
Management. The choices are yours.
This is essential learning for those working on the front line and interacting face-to-face with customers. The programme takes a close look at the detail of handling customer transactions and explores the best ways of dealing with a range of customer queries and situations.
Attendance will result in improved self-awareness, higher levels of confidence and skills to make the best possible impression with customers throughout each transaction.
Whether interacting with a few customers a day or 50 every hour, dealing with customers effectively on the telephone takes skill and know-how. This one day programme provides all the essentials to enable skills, confidence and self-awareness to be developed. Delegates also have the opportunity to practice new skills using a Phone Coach Training Systems.
This makes practical sessions more meaningful and effective by allowing participants to listen to their own calls. This enables delegates to find out how they ‘look’ to other callers, the impression they give, and what changes to make for the better. The programme is high energy and fun, as well as informative.
This programme develops assertiveness through an understanding of behaviour patterns and preferences, self-awareness and through practice of behavioral skills. The purpose is to provide participants with more confidence to be assertive, rather than passive or aggressive, in a wide range of situations.
It also aims to enable them to deal with difficult situations, customer complaints and to tell a customer or a colleague ‘no’, in situations where ‘no’ is the only answer in a confident, assertive and non-confrontational way.
Maintaining a focus on the quality of Customer Service delivery, both face-to-face and by telephone is an essential issue for most organisations. It is a challenge to make sure that every customer feels valued and that every contact they have with your organisation is warm and welcoming. For those of your colleagues who have to meet this challenge it is about mind-set, skills and confidence.
This programme is designed to be attended by staff and managers from both internal and external customer-facing departments. The techniques, skills, and approach can subsequently be reinforced at internal team meetings to maintain quality and consistency. The emphasis is very much on customer care as opposed to customer service.
This programme delivers greater self-awareness for those who work in the medical professions. It provides a chance to look at the world a little differently, and gain skills and confidence to build positive relationships, with patients, visitors and colleagues alike.
As budgets continue to tighten and workloads increase, the delivery of great patient and visitor experiences are in the hands of every single member of hospital staff. Many are fully aware of their abilities and responsibility to deliver a great experience, some are not. Some have well developed people skills; others are unaware of how best to build relationships or handle a complaint or challenging conversation. This course puts that right.
The aim of this Managing Your Customers workshop is to provide comprehensive learning to develop managers and those with management potential to better ‘manage’ customers and to fully understand organisational commitments to customer service. The content is designed to include all of the key components of managing customers and to encourage the customer service manager to lead by example. The programme also provides an opportunity to explore how to cascade the skills to staff and to develop coaching skills to enable direct reports to improve their skills as well.
The programme style is dynamic and fast paced and includes focus on the client organisation’s customer service and complaints handling policies. A must for the newly appointed or experienced customer service managers and team leaders.
This specialised and very effective approach to developing and enhancing customer service involves your people in two short workshops. The ‘Customer Journey Workshop’ and ‘Customer Service Skills Development Programme’.
The short half-day Customer Journey Workshop provides a surprising insight into what needs to happen to Disappoint, Deliver or Delight your organisation’s customers. These insights trigger ideas on how to ensure there is continuing and unswerving focus on delighting customers. Once the customer journey is unravelled participants agree on skills and techniques needed to deliver great service by phone or face-to-face in the following ‘Customer Service Skills Development Programme’.
During the 1-day development programme the skills and techniques are woven into understanding communication and behaviours. The involving programme gives participants confidence and understanding to deliver consistently excellent service.
This high impact customer service programme provides a range of skills and self-awareness, such as communication, understanding own and customer behaviour and how to handle challenging situations. The aim is to develop an understanding of the importance to the organisation of delivering excellent customer service.
The programme is ILM (Institute of Leadership and Management) Approved and attendees can obtain a Development Award on completion of the programme.
If you are looking for something completely different, or if delegates are training room weary, then Salt Cay, which is totally experiential development event, might be the answer. The aim of the event is for delegates to experience a catastrophic customer service situation for which delegates have to work as a team to provide solutions. The detailed storyline raises customer service and attitude issues; with a large focus on how people behave when faced with difficulties. Everyone has a part to play and each has their own individual and group ‘agenda’ – will the delegates lose focus on what is important? Or will they remain customer focussed throughout the challenge? Time will tell.
The second half focuses on skills and behaviours required to interact positively and proactively with customers so that they really experience service at its best.
This fun, inspiring event captures the imagination of people and highlights the need for customer service to be delivered on various levels. The event, which delegates participate in, has a particular focus on how the customer experience can be positively enhanced by the contribution and enthusiasm of individuals that work within an organisation.
The event focusses on what individuals can bring to the party by uncovering their passion and enthusiasm; it provides an opportunity for delegates to consider their own individual Brand (Me Brand) and how to project it into their work. There is also a focus on the need for customer service teams to work effectively to delivery service excellence.
The scenario is based in St Mark’s Square, Venice. Large pictures and a slide show create an atmosphere enhanced by lively Venetian music.
The content is built around four areas; each of which are modified to satisfy specific development needs:
1) Build a ‘Me Brand’ – Draw on acting methods & NLP techniques we help to nurture confident people who are better at assertive behaviours, great at engaging others and more likely to take ownership.
2) Use space & motion – Harnessing the power of space and rhythm of customers is crucial to standing out in your environment. Learning from Marcel Marceau’s school of mime, we take body language to another level!
3) From communication to conversation – Using our Colour of Communication self-assessment tool, we equip delegates with techniques to adapt to and engage with different customer groups to create a memorable customer experience
4) Unconscious Bias – We explore our hidden biases and how these might hinder the provision of a consistent service.
Check Out the Welsh Water Case Study
Designed around an innovative card game, (loved by delegates and trainers alike), this programme focusses on providing a simple, universal language that enables teams to better understand their own communication style and the preferences of others. We explore how to use this to adapt and engage, with internal and external customers, to provide consistently harmonious interactions and excellent service.
This high impact customer service programme provides the skills and understanding of how to deal with a diverse range of customers including those from the different generations. The programme takes a close look at different transactions when dealing with customers, and particularly with those who may have a different background or outlook on life to you.
Content is based on research into the characteristics of customers, from Traditionalists to Generation Z. It explores different customer service expectations and how to flex approaches to meet different expectations; to ensure your organisation offers a consistently excellent service to everyone.
Thank you for the work you undertook on How to Wow! The training programme was a key part of a 3 year strategy to transform the service proposition and its now mission complete
...we've recently been voted Best Utility for Customer Service in the UK CSI half yearly index of 26,000 customers, which has been the icing on the cake... "
Head of Customer Service