M&S Money (HSBC)

“ This workshop gives us exactly the catalyst we wanted in terms of taking customer experience to the next level. Tim has brought 'M&S thinking' to the table for us as a team and we know it will make a big difference to our people and therefore our customers.”

Sally Mason, Head of Operational Training

Coracle Learning Ltd: Business improvement and employee development Warwickshire

In this section

Customer Experience Masterclass

In summary:

Where do you need to improve your service levels?

Where is the feedback from your customers good, but not great? Here’s a chance to get serious about service.

Benefits:

  • Improvement in specific KPI results
  • Delivery to your business standards and behaviours
  • Improved personal ownership and commitment

Who is it for?

  • Customer facing teams
  • 1st and 2nd line managers

Main course components:

  • Building rapport
  • Listening skills
  • Language & influencing
  • Managing difficult customers
  • Complaint management & resolution
  • Opportunity for delegates to practice and gain confidence in their new skills

Delivery:

Practical workshop or Train the Trainer session for internal leadership teams.