Classroom Training

 
 
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Customer Experience Essentials

£997 + VAT

A training course designed to empower customer facing teams to give their best every day.

Practicalities

  • A full day of training on site at your offie

  • Alternatively we’ll provide the course at a training centre anywhere in the UK at an additional cost

  • A group size of up to 10 people

  • Typically starting at 9:30am - 3:30pm

  • An expert trainer will deliver the course in person

  • Enrolment to our aftercare program

  • Receive a course manual at the end of the training

  • A courtesy review call with one of our experts to provide additional support, technical advice and to see if we can support you any further

Who Is This Course For?

  • Small to medium businesses

  • Customer facing teams

  • Call centre teams

  • Complaint handling teams

Which Industries Is The Course Suited To?

  • Financial service providers

  • Retailers

  • Accountants

  • Law firms

  • Consulting firms

  • Delivery services

Course Modules

The Customer Journey

  • Customer Journey Mapping

  • Improving Customer Touchpoints

  • Gaining Valuable Customer Feedback

  • Going The Extra Mile

  • The Proactive Service Workshop

Communication Essentials

  • The Perfect Phone Call

  • Written Communication

  • Face to Face Communication

  • Call Handling & Listening Techniques

Effective Complaint Handling

  • Complaint Handling: Three Simple Steps

  • Delivering Bad News Effectively

  • The Ultimate Compensation Guide

  • Dealing With Frustrated Customers

Learning Objectives

  • How to provide exceptional customer service face to face, over the phone and in person

  • How to handle complaints effectively and with ease

  • Leading and managing phone calls effectively

  • Practical techniques fo dealing with challenging, frustrated and angry consumers

  • Practical guidance on being proactive, positive and results based

 
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Leadership Excellence

£1997 + VAT

A training course specifically designed for leaders, customer service managers and CEO’s.

Learn how to get the best out of your team and improve the overall service of your business.

Practicalities

  • A full 2 day training course either on site or at a training centre in Kent

  • A group size of 6 - 12 people

  • Typically starting at 9:30am - 3:30pm on both days

  • An expert trainer will deliver the course in person

  • Enrolment to our aftercare program

  • Receive a course manual at the end of the training

  • A courtesy review call with one of our experts to provide additional support, technical advice and to see if we can support you any further

Who Is This Course For?

  • Customer facing team managers

  • Business owners

  • Entrepreneurs with a customer facing team

  • Call centre managers

  • Complaint handling team managers

  • CEO’s of customer facing businesses

Which Industries Is The Course Suited To?

  • Financial service providers

  • Retailers

  • Accountants

  • Law firms

  • Consulting firms

  • Delivery services

Course Modules

  • A Framework for Excellence

  • Reviewing Customer Service Performance (Teams)

  • Reviewing Customer Service Performance (Individuals)

  • Mission Statement Workshop

  • Effective Feedback & One to One’s

  • Personal Development Plans

  • Higher Level Complaint Handling

Learning Objectives

  • How to establish a customer first culture

  • Practical guidance on obtaining and reviewing customer service feedback

  • How to effectively train and develop a customer facing team

  • Strategies on measuring customer experience

 
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Small Business Excellence

£997 + VAT

Partnership Program

We partner with organisations who support local business owners in their entrepreneurship journey.

Our Small Business Excellence course is for business owners and start-ups looking to take the next step in improving the service they provide.

Practicalities

  • A one day training course delivered anywhere in the UK

  • Training can be delivered at our partners offices or centres

  • A group size of up to 12 people

  • Typically starting at 9:30am - 3:30pm

  • An expert trainer will deliver the course in person

  • Enrolment to our aftercare program for small businesses

  • Receive a course manual at the end of the training

Who Is This Course For?

  • Small business owners

  • Entrepreneurs

  • Self-Employed Traders

  • Sole Traders

  • Solopreneurs

  • Start-Ups

Who Is The Partnership Program For?

  • Local Councils

  • Business Support Organisations

  • Charities Supporting Local Businesses

  • Non-Profit Organisations Supporting Local Charites

  • Chambers of Commerce

Which Industries Is The Course Suited To?

  • Retailers

  • Food Services

  • Labourers

  • Online Services

  • Estate Agents

  • Cleaners

Course Modules

  • Customer Journey Mapping

  • Improving Customer Touchpoints

  • Gaining Valuable Customer Feedback

  • Going The Extra Mile

  • Communication Excellence

  • Complaint Handling

  • Dealing With Frustrated Customers

  • A Framework for Excellence

  • Mission Statement Workshop

Learning Objectives

  • How to establish a customer first culture

  • Practical guidance on obtaining and reviewing customer service feedback

  • How to handle complaints effectively and with ease

  • A step by step guide to providing the best possible service