What makes customer service training successful?

Why Customer Service Training Fails ... and How to Ensure Yours Doesn't!

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“The 7 Costly Mistakes Businesses Unwittingly Make So Their
Customer Service Training Fails
...and How to Avoid Them”

Yes, Caroline. Please send me the free guide now

Creating a customer service culture, where putting the customer first and providing an amazing customer experience makes perfect sense if you want to create naturally loyal customers, who spend more, come back more often and recommend your business to others.

So, I'm sure you'll recognise the need to invest some time and energy into looking after your existing customers. And of course to do this you need the help of your team.

But, the shocking truth is customer service training on its own is never enough. It has to be more than a sheep dip training programme or tick box exercise if you want it to create lasting habits.

I’m sure you, like me, can think of times you've attended training, a seminar, or workshop, and returned to work the next day and carried on exactly as you did before. You’ve probably seen this happen with colleagues too.

It’s such a waste!

Not just of precious training budgets, but of people’s time and talents.

If my 33 years’ training experience has taught me anything it’s that training (whether that be customer service orientated or not) seldom - if ever - works in isolation.

It’s what happens before and after the training that’s just as important if you want to make a real difference and make long lasting change.

What makes me different:

I help owners and managers of hospitality, leisure and tourism businesses with their customer service and creating their customer service culture


I realise that creating a customer service culture doesn’t just start and end with telling your team how to deal with customers.

So rather than simply delivering customer service training, my focus is on providing resources and developing skills internally so that you can manage your whole customer experience in house and develop your own unique service culture.


This means you:

      • Involve your managers so you have total buy-in
      • Have complete flexibility of how and when to deliver training and coaching
      • Save a small fortune on your training budget

I can help with anything from writing bespoke customer service training materials which can be delivered in house, to coaching managers to lead and engage employees effectively to get the very best from them in terms of service delivery.

This means you’re in control.

By gaining the skills, resources and confidence to manage all aspects of your customer service you can engage your team, make continual improvements and impact how your customer feels about you so you always leave your customers feeling brilliant about their experience as a customer.

This is how I can help…

      • Write your training material, so you don't have to (saving you considerable time, money and effort).
      • Hand holding support in rolling out the training if you or your managers need a guiding hand
      • Coaching and training skills so you embed learning and create habits for lasting impact
      • Provide ready-made training materials if you need to get started straight away (OR I can deliver it for you if that's what you need right now!)
      • Training managers of customer facing teams to lead, coach and support their teams so they stay engaged
      • Helping you put into place the right infrastructure to create a Service Culture
        which enables you to deliver a consistent level of customer service.

My aim is always to make the business as self-sufficient as possible by giving managers the skills, confidence and resources to manage all aspects of their customer experience and in creating a customer service culture in house. This enables them to deliver customer service training, and sustain momentum and enthusiasm for delivering excellent customer service on an ongoing basis

The service your customers receive and how this leaves them feeling is your single biggest marketing opportunity. It becomes part of your brand and the number one way to differentiate your business from your competition.

Don’t leave it to chance.

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

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

Why Customer Service Training Fails ... and How to Ensure Yours Doesn't