Customer Experience Services
Customer Service Training
Customized, high energy workshops built around your team’s real challenges, from telephone etiquette and complaint handling to service recovery and going the extra mile. Every programme is tailored to your industry and your customers, and delivered on site or virtually.
Leadership Training
Equip your managers and supervisors to coach, empower and hold teams accountable for great service. As a licensed Service Quality Institute trainer for Leading Empowered Teams, I help leaders build a service culture that lasts long after the training day.
Emotional Intelligence Workshops
Service starts with how your people feel. Through the Service Quality Institute’s Feelings for Professionals programme, teams learn to manage emotions, show genuine empathy and stay calm under pressure, so every customer feels cared for.
Customer Satisfaction Research (CSAT)
Annual and pulse customer satisfaction surveys that reveal what keeps customers loyal and where you are losing them. You receive clear reporting, benchmarks and practical recommendations your team can act on right away.
Mystery Shopping and Service Audits
Trained mystery shoppers (secret shoppers) visit, call, email or message your business and score every touch point against your service standards. Detailed reports and location level scorecards show exactly what customers experience and what to fix first.
CX Charter and Service Level Agreements
Put your service promise in writing. I work with your leadership team to develop a Customer Experience Charter that defines your service standards and behaviours, plus internal and external Service Level Agreements that set clear response times, ownership and measures of success across departments.
Not sure where to start?
Book a free 30 minute CX strategy conversation and I will recommend the right mix of training and research for your team. Prefer to learn first? Join The CX Edge Webinar Series.