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.

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.

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3-Day Leadership Team Training Workshop

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

1-Day Front-Line Work Team Training

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

Public courses are held at Sherwood House, Southwell, Nottinghamshire, NG25 0JH

All our courses are available on the client's premises by arrangement