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 employees face. Using our Steps to Change, we will work with you to create a culture that prioritises customer and client needs.
Putting Clients and Customers at the heart of what you do
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 provide them with the tools 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.
Flexible and Scalable
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 to the design and delivery of engaging videos and digital learning resources learners can access remotely. We’ll work with you to ensure that everything is in place to support your people when the programme concludes, reinforcing the learning and making service excellence business as usual.
Case Study- Designing, delivering, implementing and reinforcing an engaging customer experience programme for all-
Case Study- Steps work with Southern Housing Group to drive forward excellence in customer service for over 700 employees
