Customer Service Training
Conversations which create confidence
Your people can learn ALL we know about…
- Making conversations personalised
- Mindsets that make the difference
- EVERYTHING that counts in the conversation
- How to build resilience and confidence
- Building trust and returning customers
Make your customer service people, your point of difference
Training for YOUR people, YOUR organisation, YOUR industry...
Retail
Thirty years of providing training for 435 retail businesses, brands, department stores, designer outlets, franchised businesses and retail trade associations. In the UK and in several countries.
Insights into how service and relationship-building can create lifetime value and referral customers.
Our work in the industry has led to multiple awards and transformative sales increases for retail clients.
Hospitality
Duty management at two London hotels and guest services in 4 and 5 star hotels and accommodations in Mallorca, Paris and Switzerland.
Delivery of training across all functions at two London hotels and international hostels in Los Angeles and San Francisco.
Led to increased occupancy, sales of additional services such as tours and activities and also meals and drinks in the restaurants. Also, increased guest satisfaction.
Travel & Tourism
Experience of working for a tour operator as a Senior Representative in a variety of resorts and accommodations in Mallorca, Paris, Switzerland and Austria.
Training delivered for multiple travel operators, travel agencies, a leading airline and several tourist boards.
Personal travel across 80 countries.
Service Providers
Training designed and delivered for organisations that want their customers to receive a high level of service.
This has included a range of industries such as: Utilities, Helpline, Housing Association, Insurance, Telecommunications, Healthcare and Personal Shopping, Opticians, Kitchens, Garden Design and Spas. Plus Delivery Services, Floristry, Veterinary Practice, Dating Services and other service providers.
Contact Centres
Training solutions provided for contact centre service teams and managers, across multiple industries including: Utilities, Helpline, Retail, Housing Association, Government Services, Insurance, Telecommunications, Healthcare and Personal Shopping Services.
Delivered specialist courses, which focus on specific challenges within the contact centre environment, such as: managing difficult scenarios, complaint handling and building resilience.
Estate Agency
An innovative, award-winning training programme for a leading estate agency business with multiple branches.
Core to this extensive programme was the client’s desire to develop the agents to help achieve a USP of an authentic and personable service offering.
The training involved all staff and managers over several months, using different training and coaching formats.
Led to 22% increased sales fees and 30% increased residential fees.
But getting customer service people trained today can be challenging...
Lack of time, Operations, Staffing issues, Tight budgets,
No effective training resource, No one skilled to train.
We’ve now created pioneering solutions
so you can get your people trained Better. Easier. Faster.
Inspiring on-demand audio ◆ Engaging on-demand video ◆
Coaching ◆ Mentoring ◆ Ask the expert ◆ Classroom ◆ Speaking ◆
Comedy training videos ◆ Content for you
But getting customer service people trained today can be challenging...
Lack of time, Operations, Staffing issues, Tight budgets, No effective training resource, No one skilled to train.
We've now created pioneering solutions
so you can get your people trained
Better. Easier. Faster.
- Inspiring on-demand audio and video
- Coaching and Mentoring
- Ask the expert
- Classroom and Speaking
- Comedy training videos
- Content for you
New on-demand video and audio training – anywhere, anytime
Audio and video learning has experienced a huge growth. So we’ve created pioneering, inspiring on-demand training which is practical, flexible and scalable. This gives you the opportunity to get service success faster.
Our video course Words that Make a Difference features language habits, words that don’t work with customers and words that get the message across more positively. This course can be used as ‘stand-alone training’ or we can add other service topics using audio.
Why just one word can be powerful
Perceptions that can lead to reactions
Emotions that words can create for customers
‘Parent Talk’ and the impact it has on customers
Examples of ‘Parent’ words and phrases
Words that move from ‘Parent’ to ‘Adult’
Common words and questions that can confuse
Examples of Choice Overload
How to simplify the message
The frustration that ‘Stalemate’ causes customers
Examples of stalemate words and phrases
How to move from stalemate to progress
Why one ‘weak’ word becomes the focus
Words that create doubt and uncertainty
How to create certainty and positivity
The impact of using too many words
How we can fall into ‘Surplus’ Talk
Messages in the ‘long version’ and ‘short’ version
The increasing trend of ‘Autopilot’
Formal talk and Superlative overuse
Maintaining a human, personalised approach
How easy it is to fall into ‘Assumptives’
Examples of ‘Assumptives’ and the impact on customers
Building clarity and customer confidence
Words that you may not realise are ‘negative’
Examples of typical negative words
How to choose word so the message is positive
Building self-awareness
Creating new habits
Making it feel natural
Here's a selection of topics, but there's more...
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Personalisation
Autopilot versus authenticity
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Adapted for YOUR people, YOUR organisation, YOUR industry, YOUR customer interaction format e.g. in-person or via the phone.
Training available in audio, video or classroom format.
Extra support for managers and customer service teams...
Coaching
Coaching can be transformational, because there is focus on what’s really needed for that person; whether this is mindsets, knowledge or skills.
Mentoring
A directive, practical approach, to make things happen and to build confidence along the way.
Ask the expert
Sometimes, people just want quick answers to a question or to get advice on a specific situation. We can also advise on process or standards that support the success of customer interactions.
And now for something completely different…
Comedy training videos - learning through laughter
Enjoy one of our comedy videos, which demonstrates how easy it is to fall into a very common habit…
Auto Pilot
But, our customer service training is the perfect solution to help move away from this habit and towards the human touch.
Learning through laughter can be incredibly powerful. If you’d like to include comedy video in your training, do get in touch. We’ll get creative for you.
