Training needs analysis

Training needs analysis helps to identify individual and team based development needs, ensuring that training programmes are based on any skills gaps that are highlighted.

Team manager development

In most organisations we work with, delivering excellent customer service demands a change of culture or, at the very least, a change of attitude. Making this happen requires top level commitment and managers who will support and drive change. Our focus is on gaining senior level commitment to the development of first line managers whose role creates such an impact on front line staff. We have been hugely successful in improving customer satisfaction through developing the leadership and communication skills of team leaders, who are then better able to focus on, and coach their staff in, customer service delivery.

Front-line training

Cape Consulting's front line training and workshops help staff to understand the benefits of being customer focused and to develop the behavioral skills that will create greater customer satisfaction. Front line staff are encouraged to think about and suggest solutions for problems that may be preventing them from delivering excellent service. Our training programmes are usually based on customer and staff feedback, they are therefore highly relevant to the working environment and the skills learned can be put into practice immediately.

Account management service skills

Customer service skills training often focuses on consumer markets but our business research frequently identifies a mismatch between a client's expectations of how an account should be managed and those of the Account Management team. Meeting clients' expectations in business to business markets can be vital to retaining contracts. We provide a risk free environment for account managers to explore strengths and weaknesses and to develop effective contact management.

For more information call 01483 230400