Customer service training programmes to make every interaction count
We believe that with the right skills, confidence and support network your customer service teams can add huge value to the customer experience and your brand.
We co-design and deliver training and knowledge programmes to empower the customer care heroes in your business.
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.
Why people choose our customer service training
Totally bespoke training
All our customer service training programmes are bespoke which means we’ll build the course to fit the exact needs and skill gaps of your teams. We’d generally start with a co-design session where we can build the course content with you and hopefully get to meet the teams too.
We’ll include examples and situations that are directly relevant to your teams so the training is practical and immediately implementable. From our experience this means teams can walk out of our training session and begin using what they’ve learnt straight away.
Run by practitioners
We feel it’s important that our trainers also have an extensive background in what they’re training and are actively involved in live projects. That’s why we use our consultants to deliver training to customer service teams. What we teach is up-to-date insight and approaches we’re learning on projects we’re engaged in.
Our consultants all have backgrounds in customer experience and customer care. Working on live projects as well as training. I can give you more info on specific trainers if you can share a little more about your target audience.
Live review clinics
Because we use specialists we’re also able to offer live “clinics” where the trainer and team can look at real-life examples and work on them together to improve and refine what they’re writing.
We’ve found this approach to be immensely useful as it gives everyone the chance to jointly build better responses and learn while they’re doing it. This can also be cross-channel – we do it across print mail, email, live chat and even social if needed.
Empowering your customer-facing teams with a set of skills to care confidently and with humanity for customers. We develop specialist, bespoke customer service training programmes for your customer services heroes. It’s custom-designed and delivered to empower, improve customer relationships and master conversations across all your support channels.
If you’re exploring customer service training at the moment drop us a note to see how we can help.
Think we can help?
If you’re exploring customer service training programmes at the moment drop us a note to see how we can help.
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:
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 we’ve worked on recently that included customer service training.