CUSTOMER SERVICE TRAINING SOLUTIONS
Over the many years we’ve been designing and delivering customer service training, we’ve worked with hundreds of incredible organisations, supporting them to embed a culture of customer service excellence…
Whether you’re after a fully bespoke customer service training solution crafted to meet specific challenges (and budget), or prefer a tried-and-tested off-the-shelf programme, we’ve got you covered. We can train your teams directly or equip your trainers to deliver the learning themselves. From internal service teams to client-facing staff, office-based roles to field operatives, and across all sectors, our focus is on helping you deliver customer service that goes beyond excellent.
No matter the route you choose, every training solution is carefully tailored and delivered by our dynamic team of experts who bring energy and passion to every session. We focus not just on the “what” but the “how”, ensuring that your people leave with practical strategies they can implement immediately, driving real change and fast results. If you’re facing a customer service challenge, give us a call, we’ll explore options with you, and have a tailored programme outline and quote back to you!
In-House, Customisable Customer Service Training Solutions
All customer service training workshops are customisable to suit your company requirements, with enhancements such as on-the-job coaching, training manuals, experiential learning, professional actors and recorded scenarios. View a few options below…
Humanising Customer Service
This offers a dynamic approach to customer service that aims to re-humanize the connection between agent and customer. In an age of tightened processes and dry robotic scripts, the customer thirsts for a human touch to resolving their problems with a sense of understanding and compassion.
This programme reconnects the Customer Service Agent (CSA) with their own reasoning and emotional intelligence to better assess each situation and solve the customer’s problems with initiative, warm professionalism and integrity. The CSA will gain a deeper understanding of what makes the difference between merely processing the customer and truly cultivating the relationship and evolving it into something more appreciative.
Texts, emails, social media and various other applications that speed up and accurize our communications are remarkably effective. When there is a customer with a crisis, there becomes an emotional vacuum that digitized communication cannot fill. It is here that a professional CSA with initiative and adequate emotional intelligence can not only re-assure and ease the customer, but gather the details required to resolve their problem efficiently. This Human Touch has a growing need in our digitized age to offer an edge in proper customer service that solves and impresses the loyal patron.
Face to Face training
This highly active customer service training programme has been specifically developed for those working in a face-to-face customer service environment such as retail store, garden centre, entertainment venue, airport, railway station etc.
By working in their own live retail environment this programme naturally becomes bespoke to each client. The content has been designed to include facilitated learning during the morning session enabling attendees to understand the latest in customer service techniques. During the afternoon, to bring the learning alive, attendees will go to the retail floor, following which, they will take part in an experiential learning exercise and observations within their own live environment. The programme combinates in a final debrief session held back in the training room. This programme is engaging, participative and extremely practical.
Customer Journey Workshop
This specialised and very effective approach to developing and enhancing customer service involves your people in two short workshops. The ‘Customer Journey Workshop’ and ‘Customer Service Skills Development Programme’.
The short half-day Customer Journey Workshop provides, for most people, a surprising insight into what needs to happen to Disappoint, Deliver or Delight customers when dealing with your organisation. These insights trigger ideas on how to ensure that there is a continuing and unswerving focus on delighting customers. Once the customer journey is unravelled and analysed participants agree on the skills and techniques needed to deliver great service by phone or face-to-face in the following Customer Service Skills Development Programme.
During the 1-day development programme the skills and techniques are woven with an understanding of human communication and behaviours. The involving and engaging programme gives participants the confidence and understanding to deliver consistently excellent service.
Complaints Handling & Assertiveness
This one day programme develops assertiveness through an understanding of behaviour patterns and preferences, self-awareness and practice of behavioural skills. The purpose is to provide participants with more confidence to be assertive, rather than passive or aggressive, in a wide range of customer complaint related situations.
Empowered with the right tools, this programme will enable attendees to tell a customer or a colleague ‘no’, in situations where ‘no’ is the only answer in a confident, assertive and non-confrontational way.
This programme is for anyone working on the frontline with customers who may have complex issues and concerns. It is equally suitable for those who tend to be too forceful and aggressive as it is for those who are too submissive and passive.
Customer Service Excellence
This flexible, modular customer service programme offers up to 4 x half day programmes for those who wish to fully develop customer-facing teams. The modules can be spread over a 3-6 month duration offering bespoke assignments between modules to actively support the transfer of learning into the workplace.
All modules are interactive, fun and focus on the latest thinking in providing confident customer care for those working face-to-face with customers or on the telephone within a contact centre environment. Roleplay scenarios are bespoke to the client.
- Module 1 – Customer Service Revolution: explores the customer journey and expectations, customer touch points within the service process. What are the customer service team good at/what do they need to improve
- Module 2 – Customer Kaleidoscope: exploring key communication techniques using the colour of communication profile tool and the diversity of customers
- Module 3 – Conversation not Communication: How to develop conversational dialogue. Questioning skills and Influencing skills
- Module 4 – Negotiating by Telephone: telephone etiquette. Foundation level negotiation skills
What Our Customers Say...
“We wanted RightTrack because we could have everything in one place – the actors and actual subject specialists who could facilitate the sessions.
The training content has been absolutely brilliant. It’s been great working alongside the facilitators – their knowledge is fantastic. Having the actors there, re-enacting some of the issues that we have had at DFS has really bought the situations to life. The feedback has been really positive, with people saying it’s the best training course they have been on and how thought-provoking the sessions have been”
Trish Gill - Leadership Development Consultant, DFS
More testimonialsWhat Our Customers Say...
“I would highly recommend RightTrack Learning for organisations looking to deliver ED&I training.
Their facilitators are extremely knowledgeable and engaging and sessions really allowed our employees time to reflect. RightTrack always put the clients needs first whether that be dates, times or content of sessions. They have been fantastic to work with.”
Abby Mellors - Head of HR, Mowgli Street Food
More testimonialsWhat Our Customers Say...
“RightTrack have delivered a number of sessions to our management team, including those directly involved in delivering education and training.
The sessions cover more than the basics or material that can be delivered online. They use real cases, actors and examples from other industries and allow attendees to consider, reflect and discuss their views on a range of topics.
Recent sessions have received fantastic feedback. The sessions allow a safe environment to explore not only our responsibilities as an organisation, but also any risks and our role as individuals in such a wide and important topic.”
David Turner - Quality Business Lead, Health Education North East
More testimonials
