If the customer feels like it was poor service, then it was poor service. We are in the customer perception business. - Mark Perrault, Rally Stores

If you’ve been around as long as we have you will have probably been involved in more customer service initiatives than you care to remember. And what has been the outcome of investing all that time, effort and money? Well if you’re being honest I’m guessing, in most cases, probably not as much as you would have hoped! The question is why? Why doesn’t it work and why doesn’t it stick?

At Emerge we believe there are a couple of really big reasons customer service training fails. First of all the training is at the wrong level for the delegates and concentrates on the wrong things. Second, courses are not supported by line managers when people go back to the “real world”.  Put those two together and no matter how good the training is and how much people enjoy the day, long lasting changes in behaviour are rare.

So when we are asked to help with customer service projects we always ask a lot of questions so we really understand what you want to achieve with the training. We can then help you define a specific set of customer care behaviours that are absolutely relevant to your business and your people.

We can train the managers to give effective feedback and coaching to delegates once they have attended the event.  We can help you to define and set up review processes, links to performance management systems and measure the change in behaviour, all to support the training. We can even "mystery shop" to validate the training if you want us to. And on top of all this we can deliver a fantastic training programme.

Now how’s that for customer service!?

Who We Can Help

Organisations, teams or individuals who recognise the need to improve the way they deal with their customers. These can be internal as well as external customers, business to business customers, company to public customers or state (i.e. Local Authority) to user customers.

Courses

To give you an idea of the breadth of our capability here are just a few examples of customer service courses we have delivered for our clients

• Excellence in Customer Service
• Customer Behavioural Toolsets
• From Now to WOW
• Moments of Truth

If you want to know more about one of these events or you can’t find what you’re looking for please visit our Contact Us page or Request a Call Back.