Our people are the single biggest factor behind our success.
Three gold awards for our work with BAE Systems and Shell.
Looking to refresh your leadership development in 2024?
Being robotic or scripted creates barriers in truly building rapport and a supportive customer relationship. We focus on how to make the conversation flow more naturally, whilst ensuring it is delivering action orientated results. We look at how empathy, listening, support and action can build your customer relationship and develop the deeper level of rapport needed to get the right result for your customer the first time. We highlight a four step process for managing the conversation, share tips on showing empathy, question types, their use and effectiveness and actively listening. Find out how to get customer service excellence right from the start with best practice advice and tips.
Take a look at all business skills topics
On-demand digital learning playlist
Live session delivered virtually or in-person
Supporting on-demand digital learning playlists | 30-minute follow up coaching session (optional extra for teams)
For our learning journeys we use our proven excite, engage, embed method to ensure the learning experience is engaging and the learning is sustained. The full details of the programme are shown below.
Course Code: OV-ICS
half-day live session delivered virtually or in-person | 6-8 hrs on-demand learning | 30-minute coaching session (optional extra for teams)
This is available for groups and teams
Be inspired to think about the customer service you provide and learn how to apply best practice techniques to develop and support long-lasting customer relationships.
This practical course will provide you and your organization with an overview of the best practice skills required to exceed your customers‘ expectations. You will leave the course with a personal action plan for delighting customers, both internal and external. You will also take away a practical customer service toolkit to help you implement the key skills and techniques from the course.
This is an introductory course for frontline team members, with little or no formal training, who are in direct contact with either internal or external customers and are required to manage a range of customer expectations.
By the end of this course you will be able to:
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Better Communication Skills
Conducting Challenging Conversations
Live session delivered virtually or in-person. Up to 15 people per programme.
Contact us for pricing
Our award-winning learning content library is expertly created, easy to consume, and visually engaging and it can be experienced through a range of modalities - Fluidbooks, videos, animations, podcasts, infographics, quizzes and more. Use our digital learning content to support on-demand or blended learning provision within your organisation. Hundreds of topics are available in multiple global languages.
Find out more about our learning content… we provide a range of formats and media types to support different learning styles, and time pressures and to keep the learning engaging. Find out more about the different modalities and view some examples…
Use our building blocks approach to create a customized program to suit your specific needs and context, at the pace you need.
Talk to us about what you want to achieve.
Choose the core blocks you want (from our content library)
Consider what blocks you want to customize (to make it your own)
Review any additional technology and support services we can help you with (to bring the truly bring the learning experience to life)
We’ll create the optimum journey for your learners
To help achieve the pace and agility you need, we encourage you to make use of what we already have (our core library) and make it your own. There’s no need to ‘recreate the wheel’ - build from what we have ‘ready to go’ and then customize what you need to.
Choose from across our range of 100+ core topic areas.
Successful learning programs don’t just happen by accident: Our 4E learning journey model ensures maximum transformational power (and it’s informed by decades of adult learning best practices and proven real-life hybrid learning effectiveness).