Internal Site Search

Training & Consultancy Services

Training Services

We deliver several 'off-the-shelf' customer service training courses:

• Managing Excellent Customer service (2 days)
• Supervising Excellent Customer Service (3 days)
• Delivering Excellent Customer Service (3 days or 5 days)
• An introduction to Customer Service (new starters - 1 day)
• Telephone Skills (1 day - includes practical exercises)
• Customer Service by Telephone (1/2 day)

We also design and run bespoke customer service training programmes.

The cost is £975 per trainer day plus total travel costs, training room hire if required, and refreshments.

Workshops

Many experienced staff and managers can be offended by being sent on a training course.

And more often than not, staff know what they should be doing and how they should be doing it, but for some reason (sometimes for the best of reasons) aren’t actually doing things the way management wants them to.

We find that workshops which feed back the results of the mystery shopping can help staff and managers review how they are seen by their customers and can agree what staff behaviour changes are needed and we always set out to include an action planning session with a mechanism for tracking how well the plans are put into practice.

The cost is £975 per trainer day (£650 for half days) plus travel costs, training room hire if required, and refreshments.

Consultancy Services

We provide a complete customer service consultancy service.

We work alongside you to develop a Customer Service Strategy. We help you develop service measures and standards. We can use techniques such as Service Blueprinting and Competitor Benchmarking to help you identify areas where customers would value product enhancements.

The cost is £785 per day plus travel expenses.