Increase your customer loyalty
Build a customer focused brand
Achieve consistency and a reputation for excellence
Every business needs loyal customers to survive and thrive. The most successful organisations don’t just focus on winning new business and creating new products or services, they also recognise the importance of making sure existing customers aren’t merely satisfied but delighted with the service they receive.
Keeping customers happy requires a multitude of skills, from offering a positive greeting and asking effective questions to actively listening and dealing with the customer’s issues. Even the most experienced person can find dealing with rude or difficult customers a challenge. It requires patience and clear judgement as well as relationship and communication skills of the highest order to deal effectively with complaints.
In Speak First’s practical workshops, participants receive individual feedback and coaching based around ‘real-play’ situations to ensure consistency in service across the team, department or organisation. While working remotely or with teams in different locations, it’s particularly important to foster this consistent approach. Our workshops offer engaging, interactive training to develop these skills at all levels, along with a customer-focused mindset that makes them want to go the extra mile.
Our experienced trainers will share powerful techniques for building rapport and satisfying customers in even the toughest of situations. We can also train managers to optimise the performance of their team.
All our learning solutions stand on their own as high quality and high impact interventions, but they’re at their very best when delivered as part of a wider programme. We can work with you to build a personalised programme that meets your own specific needs. We can seamlessly blend together virtual classrooms, face-to-face sessions, 1-2-1 and group coaching and more, to give you choice and flexibility.
Learning solutions catalogue
Explore our Customer Service learning solutions. You can filter them by delivery method using the dropdown menu.
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Flexible Learning Delivery
To suit your needs
Speak First create innovative learning solutions across a multitude of platforms that exceed individual and organisational learning outcomes. Training can be delivered virtually or face-to-face using the following solutions.
HOW WE WORK IN PARTNERSHIP WITH YOU
With over 30 years’ experience designing and delivering training, and a proven track record of success, we know how workplace development can fundamentally improve an organisation and positively impact people’s whole lives.
We are passionate about what we do, and we want to share this experience with you. From the first conversation to the post-programme evaluations, we put you in the driving seat. Everything we design and deliver is based on your needs and what will bring the most benefit to your people. We create tangible and sustainable change.
Here’s how we do it:
Get in touch and our team of Global Account Managers and L&D Consultants will talk through your needs and wants for your organisation. We make sure to hear from key stakeholders, including, where appropriate, employee focus groups, before making our recommendations. Every programme and every session we design will be based on your strategic imperatives, and we work together to agree the KPIs for success – we always take the time to get to know you, your organisation and your teams, so we can help you in the best way possible.
Once the scope of the programme and the desired learning outcomes have been agreed, our team of expert designers get to work.
They create a programme outline using a mix of virtual classrooms, face-to-face training, in-between work, buddy systems and more to create a completely bespoke series of learning interventions which directly align to your strategic goals and wider L&D initiatives. We also create the measurement tools to help you see the real, tangible difference the learning makes to your organisation.
From this outline, we develop your content. Our L&D Consultancy Team writes each session, filling it with in-depth theory and models, opportunities for practical application, discussions and real-life examples specifically related to your organisation and culture. We recognise that everyone learns in different ways, and we design our programmes to cater to all needs and preferences.
Your bespoke programme is now ready for delivery. You have access to our full range of trainers, and we will carefully match the right trainers to your organisation, based on their expertise and personal style. We have a thorough system of constant review after every session, to ensure we only deliver the highest quality training, and to quickly adapt to participant and client feedback.
After the conclusion of your programme, we continue the conversation to help you measure the effectiveness of the learning outcomes and how they have positively affected your people. We always want to give you value for money and help you see a return on your investment, so we talk you through the results and compare them to the KPIs and learning outcomes agreed at the start.
What our clients say
About our Customer Service courses
"Very engaging and tailored to each person"
"Fantastic - one of the best days training I have had"
Stewardship & Value Maintenance Manager, BASF
"Simply fantastic. Exceeded my expectations by far."