Customer Service

CUSTOMER SERVICE AND CUSTOMER RELATIONSHIP EXCELLENCE

“We remember the bad experience long after we have forgotten all about the cheapest price.”

We have an extensive client base in the UK and Internationally for our consultancy and training in all aspects of Customer Service Management Organisational Change, Business Process Improvement, Six Sigma, Quality and Productivity Improvement and Process Management. As one of the three largest training and consultancy organisations licensed by the British Quality Foundation we have national coverage from our Head Office in Nottingham close to Birmingham, Coventry and Nottingham East Midlands airports.

Since its founding Services Ltd. have prided itself on offering a fully customised support service to our clients. Services Ltd.’s trainers/consultants typically spend a considerable proportion of their time working directly on client process improvement projects as well as undertaking training assignments. This keeps their extensive experience and skills live and relevant. We prefer to focus on ‘learning’ rather than ‘training’ - i.e. our approach is delegate-centred and developmental.

In-House Help

Services Ltd. have considerable experience of working with senior management to design, develop and implement successful Customer Relationship Excellence programmes. We believe that Senior Management has a crucial role and that their understanding of the concepts and requirements of Customer Relationship Excellence and of their own roles are crucial if Customer Relationship Excellence programmes are to be successful.

The Customer Service and Customer Relationship Excellence Programme

is designed to improve customer focus and profits by improving the effectiveness of customer facing staff. Experience in the field and academic studies repeatedly demonstrate that the capability and attitude of your staff have a massive impact on customer satisfaction. The Customer Service and Customer Relationship Excellence programme uses a mixture of training and facilitation with three levels of staff and managers to deliver a powerful and effective boost to your staff’s customer satisfying capabilities.

Public Training Courses

The Customer Service and Customer Relationship Excellence Programme’s three levels are designed to have their greatest effect when delivered together in-organisation as a customised package, but we also offer generic versions of the Leadership Team and Front- Line Staff Training as three-day and one-day public courses.

The Customer Service and Customer Relationship Excellence Programme

Three Levels of Training and Facilitation support:

The Leadership Team

The first level of the Customer Services and Customer Relationship Excellence Programme works with management teams to map out their practical customer service strategy. This is based on identifying key customer segments/benefits and the processes that will deliver outstanding satisfaction. From the customer service strategy, priorities are identified for boosting managers' and staffs' customer satisfying capabilities. This may include: revamping customer complaints systems; re-designing customer facing systems; or improving reporting structures.

Individual Managers' Coaching

The middle level of the Customer Services and Customer Relationship Excellence Programme works with individuals on the management team to help them implement the customer service strategy in their own areas. Each manager will have an allocated consultant-coach who will work with them to agree a tailored personal action plan and then deliver specific support using intensive 1:1 coaching and small group work. This support will often include work on visible leadership and motivational behaviours. The managers will set priorities and targets for their work teams that support the customer service strategy and this will form the basis for work with front-line staff.

Front-line Staff

The customer interface level of the Customer Services Customer Relationship Excellence Programme is built around three half-day/shift sessions with work teams on the front-line. This is designed to allow work teams to improve their capability to deliver superior customer service and achieve the targets set by their line managers. The three sessions cover: the big issues for our customers; the things we have to get right; and delighters – going the extra mile.

Public Training Courses

3-Day Leadership Team Training Workshop

This is an accelerated version of our in-house facilitated Leadership Team Support programme. Participants will come from various sectors and organisations, although every effort is made to ensure that competitor organisations do not participate on the same programmes. Typically we encourage participating organisations to send teams of 3 or 4 participants (minimum) so as to ensure maximum application of the theory and practical benefits. The course involves both plenary work and individual organisational group activities. It is designed for members of the Leadership Team. At the end of the programme organisational teams will take away draft customer service deployment strategies.

1-Day Front-Line Work Team Training

This is a shortened version of our in-house Front-Line Staff programme. Participants will come from various sectors and organisations, although we try to ensure that competitor organisations do not participate on the same programmes. The programme is designed for organisations to send one or more Front-Line teams, or a minimum of 4 members from each team. This is to ensure that the work team is able to gain maximum benefit whilst at the course and subsequently is able to get buy-in and apply the learning back at base. The course contains a considerable amount of organisational group work as well as plenary sessions and syndicate exercises.

Managers Coaching

Whilst normally reserved for in-organisation programmes, individual Manager’s Coaching will be available as an option to organisations participating on both of the above programmes.

Booking Information for Public Courses

3-Day Leadership Team Training Workshop

Team of 3 participants £1,250 + VAT
Additional participants £350 + VAT each
Individual participants £600 + VAT each

One-Day Front-Line Work Team Training

Team of 4 participants £600 + VAT
Additional participants * £99 + VAT each
Individual participants £240 + VAT each

Contact Us

For more information or to book your place on any of our courses, please contact the Services Limited office.

*Special rates apply for teams of 8 or more. Call +44(0)115 9669460

All course fees are inclusive of refreshments, lunch, and full course documentation. Courses are non-residential, however local hotel accommodation at corporate rates can be arranged on request.


Customer Service

Customer Service