Delivering outstanding customer experience

Providing a great customer experience is demanding

Customer facing teams have a huge responsibility for providing a great experience for clients, delivering business objectives and representing the brand. These roles require a customer oriented mindset, personality and energy. Plus, a range of advanced communication skills to effectively manage every situation

Our customer experience programmes

It’s demanding work. To keep customer facing teams on great form, they need frequent input and support

Our sales and service programmes provide a vital boost of energy, skills, tools, support and feedback

Our customer experience excellence programmes include:

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The psychology of customer service and customer buying

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Embodying the brand

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Situational sensing, creating rapport and building trust

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Developing a customer oriented mindset

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Video work and personal feedback to encourage excellence

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Advanced communication gym; experiential learning to explore:

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Body language and how to create a great impact

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Visual and vocal techniques designed to reassure and build trust

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Questioning skills to uncover the customer’s real needs

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Listening to build understanding and rapport

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Presenting ideas and solutions with confidence

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Overcoming customers’ concerns, considerations and rejections

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Dealing with ‘difficult’ situations

Happy clients

I thought you would like to know that I visited the call centre again on Wednesday and was mightily impressed with the people that I met. The sense of energy, enthusiasm and the anticipation really was fantastic and is a great tribute to the work and training that you have carried out on our behalf

From my perspective the training you delivered was among the best I have seen and never failed to be stimulating and thought provoking. Best wishes to you all in the future

Other learning & development programmes

Optimising performance

Building and sustaining high performing teams is both a science and an art. Our performance optimisation programmes focus on the psychology of great performance and provides managers with the knowledge and practical tools they need to create engaged and motivated high performing teams

Coaching skills for managers

Coaching is now recognised as a key approach for developing healthy, high performing individuals and teams. Managers who coach in organisations face many different scenarios – from performance challenges to dealing with a range of emotional issues. They require a sophisticated set of knowledge and skills to be effective. Our coaching training courses are of the highest quality and are adapted to reflect the managers’ role

Developing leadership talent

Our transformational leadership programmes help develop authentic, agile, competent and emotionally intelligent business leaders, equipped with a great suite of skills and tools to ensure they are capable of achieving outstanding success with and through their people