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

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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:

  • Well-defined customer service values, which your team understand, and know exactly what these mean in practical term
  • Strong leadership with line managers who support and energise the team to deliver excellent customer service consistently
  • A trusted team, 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
  • The right systems and resources that are aligned to a service culture, which help - not hinder - everyone to meet customer service expectations
  • 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. 

The National Coastal Tourism Academy has worked with Caroline at Naturally Loyal for two years now. During that time her skills as a trainer and in an advisory capacity have been invaluable.  She has helped the NCTA develop its online training provision for tourism employees on the south coast and many of these have also benefited from both her face to face training sessions.  Feedback has been excellent, and we look forward to continuing this fruitful relationship.

Jacky Thorne, National Coastal Tourism Academy

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…

So 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

    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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