Since 2001 we’ve been helping organisations achieve their goals through the effective development of their people, ‘training which works’.

We design specifically tailored training and development solutions, ensuring the link with your organisational goals, as well as capturing your culture and values. This way we maximise learning and deliver observable measurable results which actually make a difference back in the workplace.

Our specialism is Customer Service Skills Training, both in call centres and face-to-face customer environments, providing positive, memorable learning which gives immediate results. In addition to this, we develop people managers in to leaders through our highly successful management and leadership development programmes.

None of our training is ‘off the shelf’. It’s designed for you, your staff and your customer needs. This is how we increase your customer satisfaction ratings and loyalty levels.

Our secret is training customer service providers how to handle customers’ emotions, and in turn influence customers positively and stop any complaints in their tracks.

Outcomes include:

• • reduced queues and waiting time
  • reduced repeat calls
  • reduced stress in staff as well as customers
  • increased staff motivation

One of our clients saw:

• • a reduction of 95% in formal complaints
  • a reduction of 67% in informal complaints
  • a 50% increase in compliments.

Another client saw:

• • it’s already high customer satisfaction rating of 85% increase to 95% a week after training
  • then achieved 100% customer satisfaction rating a month after training.

And the home delivery network for a large UK retailer:

• • increased it’s net promotor score (nps) from -35 to +65 in a week after our training, a massive increase of 100 point

What we do is Specialist, Unique and Comprehensive and covers telephone and call centre operations; front of house & receptionist; complaints and criticism; specialist areas such as Delivery Drivers; Tradesmen; as well as business writing skills (social media, web & live chat, e-mail and letter).

We continuously receive positive praise and feedback on our work and pride ourselves on helping organisations succeed through the effective development of their people.

See what our customers say about us HERE.