When thinking about client and customer service, organisations often begin with brand and what they want their ‘brand experience’ to look and feel like for their customers. We instead focus on individuals and the behaviours they display to help shape the client and customer experience.
We immerse ourselves in your world so we come to understand the unique service challenges that you, your customers and your people face. Using our Steps to Change, we will work with you create a culture that puts customers and clients at its heart.
We use drama, live or virtual, to show credible client or customer interactions, helping individuals to see the impact of their behaviours within each situation. We also give them a language and confidence to tackle challenging situations when they arise.
We focus heavily on practical skills development – but often introduce theoretical knowledge, such as questioning techniques, personality profiling and transactional analysis where we feel it can enhance learner understanding.
Customer and client service programmes, require a flexible and creative approach to take into account shift patterns and varying schedules. We can provide scalable options to suit your workforce and your organisation, from large scale rollouts at times to suit your people, to the design and delivery of engaging video and digital learning resources which learners can access remotely. We’ll work with you to ensure that everything is in place post-programme to support your people, reinforce the learning and make service excellence business as usual.