7 reasons why customer service training fails and how to get your customer service training delivering REAL results

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At Naturally Loyal my focus is on giving businesses the tools and resources they need to deliver customer service training, and sustain momentum and enthusiasm for delivering great customer service on an ongoing basis

And on giving managers the skills, resources and confidence to get the best from their teams so they in turn give their best for your customers.

The happier your team..
...the happier your customers

Dear Business Owner

Are you frustrated your team just don’t get your service ethos?

You know customer service is an opportunity to create a key differentiator to your business.


Although your team have had customer service training, the customer experience is still not as you’d like.

Training on its own is never enough. What happens before and after is just as important if you are to get a return on your investment in customer service training.

With the best will in the world, without the buy in and support any training your team undergo in customer service can potentially be a waste of time, money and effort.

If you want to embed good customer service skills and maintain momentum from your customer service training you’ll need an infrastructure and culture that supports 5 star customer service:

  • What great looks like: Clearly defined customer service values and expectations, which your team understand, and know exactly what these mean in practical terms
  • A willing team: Strong leadership with line managers who support and energise the team to deliver excellent customer service consistently
  • An able team: A team you trust, who not only know the theory, but in whom you have total confidence in their ability to use their initiative to deliver what’s best for the customer at that time
  • Systems and resources: All aligned to a service culture, which help - not hinder - everyone to meet customer service expectations
  • Customer journey: A smooth and logical customer journey which meets and exceeds customers’ expectations at every touch point

Customer Service Training is not a one off exercise! Training on its own is never enough. What happens before and after is just as important if you are to get a return on your investment in customer service training. 

I have worked with Caroline for many years and therefore have complete confidence in her ability to identify the issues and come up with innovative long term solutions that add direct value to the business.

In my role as Food Service Director for Pride Catering Partnership, I had identified two distinct needs

1) Customer Care: A bespoke programme was put together by Caroline and in the first out let we have seen a tangible increase in Sales of around 10 % and an engagement of the team to drive these sales

2) Senior team value: Caroline has began work to ensure our senior team can understand and articulate our value to clients and customers. The first workshop has led to our team questioning what is value work and ensuring that they delegate more effectively. The positive feedback from our team, is that they are now focusing on added value activities and this is helping them manage their workload.

I would not hesitate in recommending Caroline to any business that want real client and customer focus and growth.

Dennis Purcell, Food Service Director, Pride Catering Partnership Ltd

By focusing on giving you the skills, confidence and resources to deliver customer service training in house means that...

  • You’re able to get a much greater return on your investment in customer service training
  • Managers get actively involved so take ownership in supporting and coaching their teams to implement the training
  • You have the flexibility to tailor customer service training and coaching to suit your business needs and the needs of your team
  • You can deliver coaching and training in customer service as and when needed and in a format that best suits your business
  • Team members have the coaching and support they need to refine their skills and embed new behaviours
  • You're able to sustain momentum and enthusiasm for delivering great customer service on an ongoing basis…

    So you end up with a naturally loyal team and naturally loyal customers I do this through:

    If my 33 years training experience has taught me anything it’s that simply putting someone on a course rarely - if ever - gives you results. It’s what happens before and afterwards too that counts.

    If all you do is ‘send’ someone on a course and nothing else changes you’ve little chance of them ever putting any of it into practice.

    Do this and you’re wasting your time, money and effort!

    "I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." 
    Maya Angelou

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