We design, build and run empowering customer service training programmes to help your teams make every interaction count.
We do it through engaging, customised customer service training, combined with thought-provoking, transformative customer service tools to keep the learning alive.
Customer Service Training for your Customer Care Heroes
We’ve helped empower customer service teams for human-centred brands like these.
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A human approach to customer service training
We know supporting customers can be a demanding job and isn’t always easy – which means the more you can enable your teams to better they can focus on excellent customer care.
Our customer service training is based on this principle. Give teams the best possible chance of delivering an excellent experience with the right tools, techniques, guidance and support.
Customer Service Training
Partner with Think Human for when you want empowering, engaging and practical training for your customer service teams. Customer service training designed to build a new perspective on how to care for customers.
Customer Service Training Courses Include:
Tone of Voice Training
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Customer Service Communication Skills Training
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Live Chat Training for Customer Support
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Customer Service Email Training
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Customer Complaint Handling Training Course
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Writing Skills Training for Customer Service
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Human-Centred Service Excellence Training
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Customer Service Manager Training Course
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Training Programmes
Our training and mentoring programmes mean your teams stay up-to-date and refreshed with new insight and approaches. Built to fit around them.
E-Learning & Digital
We retain an ever-expanding knowledge base of best practice, training tools and support networks. Easily accessible online through our knowledge toolbox portal.
Bespoke Training Courses
Courses designed to train your teams with the skills and confidence to deliver excellence across all your communication channels.
We can also develop
Why people choose our customer service training
Customer Service Tools
We’ll develop tools that help your teams deliver a consistent, effective and customer-centric service experience. Partner with Think Human to develop of suite of tools you can use across your team.
How it works
Some of our most popular customer service tools
Pick and choose the tools you want, or have us develop your own suite
Customer Service Templates
Customer service training programmes that fits around your business, teams and customers
Training needs to fit around your business, customers and be delivered in the way that fits your teams.
That’s why we offer our training through a range of different approaches. We can train teams directly, support learning and development teams to train themselves or enrol teams in an online eLearning programme. The same great content delivered in a way that suits you.
Ready made or bespoke customer service training programmes
We have a range of our most popular customer service courses that are ready to deploy straight away, or if you have a specific set of needs we can build a bespoke programme just for your teams. Our background in large scale customer experience improvement programmes means we can bring up-to-date best practice to our courses – enabling your customer service teams to learn from industry leaders and new approaches.
Recently, we’ve run these bespoke customer service training programmes:
Customer Service Process
A simple but effective customer service process that we can customise to fit your needs. It’s been built from work with a range sectors and aims to keep the customer service’s process streamlined, customer-focused and aimed on solving problems quickly and effectively.
Customer Service Procedure
Customer Service procedure that’s less about acres of stuffy wording and more about achieving resolutions quickly, effectively and with the minimum of customer effort. We’ll customise it with you to fit your needs and existing process.
Customer Service Policy
Designed to be used in customer-facing situations (such as your website). A clear, visual and simply-worded promise to customers on the experience they’ll have with you when they complain. Focuses on the things customers say matter the most to them.
Customer Service Journey
Treat your customer service experience like any other customer journey. Understand the stages, the value created at each and avoid common pain points. Our customer service journey template has been built from years of experience in what to do (and what not to). We’ll customise it to fit your needs.
Customer Service Outcome Analysis
A holistic way to measure the outcomes of complaints so you can give customers what they actually want and develop less financially-driven outcomes.
Communication as a tool in better customer relationships: Reframing the value of communication as a tool to solve problems and improve relationships with customers. Building confidence with customer care teams to communicate more effectively with customers across email, social media, live chat and on the ‘phone.
The art of listening – active listening in customer care: How to use verbal cues and understanding the importance of listening in building better dialogue. Active listening applied to customer care teams who often don’t get to meet customers face-to-face. Designed to help reduce customer complaint escalation, improve culture intelligence and increase skills in handling customer issues.
Better writing skills for customer service: Improving written skills through understanding structure, unspoken questions and how we use language and express ourselves. Helping customer service teams improve their writing skills to use across all customer channels.
Using tone of voice effectively in customer service: Explaining tone of voice and the part it plays in verbal and written communication. How tone can change customer perceptions and behaviour. Taking brand tone of voice and making it useful for customer service teams in their day-to-day work.
Expressing complex concepts to customers: Finding ways to structure and explain complex situations to customers to get better results. Focused on customer empathy and navigating through complex situations with customers to reduce complaints and improve understanding.
How we communicate – the principles of better customer communication: The common principles and methods of communication and how each has an impact on behaviour. Focusing on how to improve customer communication across post-sales material and conversations.
Resolving complaints with customers: Understanding how conflict starts, how to diffuse it and harness its power to get resolution. Improving first contact resolution from customer complaints and reducing the chance of negative feedback from poorly managed conflict resolution.
Empathy, trust and filters – better customer relationships: The importance of focus and empathy in communication to build trust – and how filters kill trust. Teaching emotional intelligence and empathy skills to customer service teams through engaging and practical training.
Non-verbal communication in customer care: How we communicate without saying anything and how it affects the way people behave. Focusing on front-line staff who are dealing with customer queries face-to-face on a daily basis and need to understand customer behaviour better.
Reading body language and projecting: The basics of body language – being aware of one’s own and picking up cues from others. Essential skills for front-line staff managing customers. How to use non-verbal communication to create situations that enable clear, effective dialogue.
The 5 essentials to good communication for customer care teams: A summary of the five key tools for effective communication – an overview for all audiences looking to enhance their communication skills with customers and improve their verbal and written communication skills.
Customer Service Training Projects
Projects we’ve worked on recently that included customer service training.
