Customer Experience Services
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.
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.
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.
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.
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.
One simple question tells you how loyal your customers really are: how likely are you to recommend us? NPS surveys measure your promoters, passives and detractors, and the follow up questions reveal why. You receive your score, the themes behind it and clear actions to turn more customers into promoters.
See your business the way your customers do, from first search to repeat visit. Through workshops, customer interviews and research data, we map every touchpoint, pinpoint the moments that win or lose customers, and give your team a practical roadmap for fixing the gaps that matter most.
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.