our training programmes
“A totally fresh approach to customer service training.”
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Simply the best investment I have ever made. The business impact is outstanding. Go for it, it will only do you good. Amazing how you have transformed over 500 team leaders. Inspires you to really change. Worthwhile, innovative and well received. Invaluable learning that will definitely be used throughout the rest of my life. Totally inspirational. The impact across the organisation is so much greater than we envisaged. It’s the most innovative programme we have experienced. Working with a real team of real people is just great.
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customer service
excellence academy
transforming people, high performance,
delivering customer service excellence
• comprehensive range of training programmes
• certification and qualifications available
• bespoke and off-the-shelf options
• flexible and scaleable solutions
customer service & sales
| Course title | days |
level | qualification | bespoke | open/in-house |
| Customer service | |||||
| ICS Firstimpressions™ | 3 |
foundation | ICS | yes | in-house |
| Customer service excellence | 3 | foundation | BTEC L2 | yes | in-house |
| Introduction to letter writing & email | 2 | foundation | optional | yes | in-house |
| The power of YOU! | 1 | foundation | n/a | yes | in-house |
| ServiceWORKS™ | 2 | intermediate | optional | yes | in-house |
| Contact centre ServiceWORKS™ | 2 | intermediate | optional | yes | in-house |
| Back office ServiceWORKS™ | 2 | intermediate | optional | yes | in-house |
| Retail customer ServiceWORKS™ | 2 |
intermediate | optional | yes | in-house |
| ServiceMASTER™ | 2 | advanced | optional | yes | in-house |
| ServiceMASTER team™ | 4 | advanced | optional | yes | in-house |
| Customer relationship management | 2 | advanced | n/a | yes | in-house |
| Multi-channel service excellence | 4 | intermediate | optional | yes | in-house |
| First level technical support | 2 | foundation | optional | yes | in-house |
| Advanced technical support | 2 | intermediate | optional | yes | in-house |
| ComplaintWORKS™ | 2 |
foundation | optional | yes | in-house |
| ComplaintMASTER™ | 2 | advanced | optional | yes | in-house |
| ComplaintMASTER team™ | 4 | advanced | optional | yes | in-house |
| Customer recovery | 2 | intermediate | optional | yes | in-house |
| Credit control | 2 | intermediate | optional | yes | in-house |
| Induction development | - | foundation | optional | yes | in-house |
| Customer service academy | - | foundation | optional | yes | in-house |
| Sales | |||||
| Introduction to selling | 2 | intermediate | optional | yes | in-house |
| Making appointments | 2 | foundation | optional | yes | in-house |
| Sales through service | 2 | intermediate | optional | yes | in-house |
| SalesWORKS™ | 2 | intermediate | optional | yes | in-house |
| SalesMASTER™ | 2 | advanced | optional | yes | in-house |
| SalesMASTER team™ | 4 | advanced | optional | yes | in-house |
| Influencing & negotiating to win | 2 | advanced | optional | yes | in-house |
| Winning new business | 3 | advanced | optional | yes | in-house |
| Key account management | 3 | advanced | optional | yes | in-house |
| Sales academy | - | foundation | optional | yes | in-house |
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• webinars
• blended
• classroom
Outstanding team
of highly skilled practitioners, trainers and business coaches
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