Customer service

  1. image-Communicating with older people – In-house.jpg Communicating with older people

    As people age, their sight and hearing can deteriorate, resulting in isolation, frustration and confusion. Simple changes we can make, in terms of communication and how we present information, can help alleviate some of the issues.
  2. image-Complaint and abusive contact handling workshop Complaint and abusive contact handling workshop

    Does your organisation deliver first-class customer service even when the going gets tough? This workshop has received high praise from over 10,000 delegates for being powerful, practical and thoroughly enjoyable.
  3. image-Complaints - High quality written responses to complaints - values into action Complaints - High quality written responses to complaints - values into action

    When people complain they want to be heard, understood and dealt with fairly. Responding to complaints is an important task often carried out by people who are not communication specialists.
  4. image-Customer Journey mapping Customer journey mapping

    Ever wondered what it’s like to be one of your customers or service users? Ever test-driven the service you provide or asked one of your customers in detail how it was for them?
  5. image-Customer service, complaints and abusive contact handling masterclass - In-house.jpg Customer service, complaints and abusive contact handling masterclass

    Does your organisation deliver first-class customer service even when the going gets tough? This training day is powerful, practical and thoroughly enjoyable.
  6. image-Mystery shopping – Becoming a mystery shopper - training for service users, tenants residents and customers Mystery shopping – Becoming a mystery shopper - training for service users, tenants residents and customers

    Mystery shopping is a valuable tool within the customer insight collection toolkit. It’s a brilliant way to gather high quality objective data relating to customer service and it requires a number of people who are ready, willing and able to shop.
  7. image-Mystery shopping – designing a programme Mystery shopping – designing a programme

    Do you need an effective tool to gain insight into your customer needs? Do you want to improve customer service? Would you like to seek out good practice and check that your employees are delivering the right messages? Welcome to mystery shopping!
  8. image-Ombudsman - from early resolution to the Ombudsman - complaints management masterclass Ombudsman - from early resolution to the Ombudsman - complaints management masterclass

    Poorly handled complaints lead to dissatisfied customers, additional time and management costs and unwanted distractions for staff.
  9. image-Telephone skills bite-size workshop Telephone skills bite-size workshop

    How you and your staff answer the telephone and respond to your potential and current customers can greatly impact on how your company or department will be judged.
  10. image-Terrorism on your doorstep - In-house.jpg Terrorism on your doorstep – two-hour workshop

    Recent events in the UK and around the world remind us all of the terrorist threat we face, which in the UK is currently considered as at a severe level.