Customer service training

Training and coaching for front line staff and team leaders and managers is integral to enabling them to improve customers' experience.

Cape Consulting offers cutting edge training that utilises up to the minute research and techniques from Social Psychology, Transactional Analysis and Neuro Linguistic Programming. The techniques are simple yet powerful. Above all, the feedback we get from our training is that it is fun - both inside the training room and back in workplace – and effective.

We think it is important to work with the existing skills your staff already have – we don't believe that 'one size fits all'. We align the existing skills of your staff to the customer experience you want to create and help them consistently apply new techniques. For instance, open questions are useful in most sales and service situations and are standard fare in most customer service training, but do your staff use left brain questions to move customers forward and achieve results more quickly?

To make sure your investment pays off, we help you align your performance management, reward and recognition, customer measures, coaching and training - so that everything supports your staff to deliver a great customer experience.

Do your people make these common mistakes on the phone?

Listen to the sound bite and see if you can spot four common mistakes that frontline staff often make when they are introducing themselves. If you want to see if you have spotted those mistakes – e mail us on enquiries@capeconsulting.com with your suggestions! We'll let you know the right answer –and we promise not to charge you for the advice!

Better still send us a 2 or 3 minute clip of one of your calls and we will listen to it for you and let you know how we can help! *

*Please take care to protect your customers' confidentiality and ensure that you do not contravene the Data Protection Act.

We'd be pleased to discuss your training needs 01483 230400