Customer service training

Customer service image

It’s all in the name – welcome to The In-House Customer Service Training Company. Customer service training is our largest single category, hence the slightly different name.

We offer a very flexible service. To use a well-worn tailoring analogy:

  • ‘Off-the-peg’ – our flagship programme, The ABC of great customer service, can be delivered exactly as advertised. You get a tried-and-tested programme delivered by your choice from our wonderful team of 30+ experienced trainers across the country. Whether you’re looking for a local trainer or one with experience of your particular sector, the choice is yours.
  • ‘A few alterations’ – the flagship programme is designed specifically to cater for a few alterations in order to make it even more relevant to your particular sector. The main sectors we cover are listed here and all the examples and case studies used in the programme can be designed accordingly. If your sector isn’t listed, don’t worry – give us a call and we’ll happily make the alterations to fit you anyway, at no extra charge.
  • ‘Tailored’ – you might like our overall approach yet feel that it needs tailoring to your particular circumstances. Give us a call, talk us through your requirements and we’ll put you in touch directly, usually over the phone, with the most appropriate expert from our team of 30+ trainers across the country. They can tailor the programme to meet your specific requirements. This can usually be done at no extra charge and you would be under no obligation until you had both approved the tailored programme and agreed a date for its delivery.
  • ‘Bespoke’ – some clients prefer to start from a blank sheet of paper (you can see some examples of previous projects here). This is often the case with larger ‘roll-out’ programmes or where the training needs to achieve very specific objectives or, perhaps, where there are constraints on the method of delivery or where the client is looking for a special type of event (keynote conference presentations, away-days, team events, etc, etc). Just give us a call to talk through your requirement and we will recommend a trainer (or a shortlist) for you and then we can set up a call or a meeting so that you can brief us more fully and we can work with the trainer to prepare a detailed and fully costed proposal for you.

The first two options are particularly appropriate for those clients with a small team to train, the latter two for larger programmes or more specific requirements.

Of course, we also offer a range of other customer service training programmes as well. See the full list here. Can’t see what you’re looking for? Then give us a call and we’ll happily design a programme for you.

We are proud to work with a team of truly outstanding customer service trainers, all of them combining many years of practical experience with a passion and a talent for sharing their knowledge and expertise. They’ve done some great work on our behalf for some great clients, as you can see here:

Clients
We have a very wide range of customer service training clients, of all sizes and across all sectors, as the following selection of current and recent clients shows:

Private sector

Abbey Orthodontics • Adecco • Allwag Promotions Ltd • Ambius • AquaTerra • Aramco • ARL Services • AquaTerra • ASOS • Belvoir Property Management • BM Trada • Brachers Solicitors • Brockwell Forestry • Brownhills Motorhomes • Buy-a-gift.com • Bywaters • Cambrian Containers • CDC Group • Chequers Hotel • Clear AV • Clever Digit Media • Cool Logistics • Custodian Data Centres • Dalys • De Lage Landen • Decoglaze • Domex • DW Support Services • Elstree Golf Club • Fairbanks • Feelunique • Fluenta (Poland) • FocusVision Europe Ltd • Fortius Clinic • Geodis • Geotech • Gibbs & Dandy • Glory Global Solutions • Glotech • GoNative • Google • GPS UK • Grantham Bowl • Grays Inn Estates • Halfords Autocentres • Haya Water (Oman) • Henderson Group • Hicks • Hochiki Europe (UK) Limited • Homesaver • Huntleigh Diagnostics • IIJ Europe • IISS • Intellident • ITS • Jacksons Bakery • Jewson • John Guest • Johnson Matthey • JSA Accountancy • Lucy Electric • Mansell plc • Meyer Group • Midland Expressway (M6 Toll) • Morley’s of Bicester • Morrison Utilities • Mott Macdonald • My Family Care • Network Resources • NFC Food Services • Normans • Nuffield Hospitals • OH Assist • Opentext (UK and Germany) • Owen White and Catlin • Pims • Ping • PJ’s fish ‘n’ chips • Port of Dover • Qsoft • Red Funnel Ferries • Regal Fish Supplies • Saracen Horse Feeds • Seico • Sensornet • Shanly Homes • SJD Accountancy • SkinCare • Sky Insurance • Smiffy’s • Sofa.com • Soletrader • Stevenage Leisure • Strutt & Parker • Systech Illinois • Talbot Underwriting • Tewinbury Farm Hotel • The Portland Hospital • Think Accounting • Tibbetts Group • Trolex • UK Power Networks • Ultra Electronics • Unitrust • Urban Front • Utilize • Vinum Wine • Virgin Money • Vitality TV • VLS • Whirlpool • Whitbread • Willmott Dixon • Wincanton •

Public sector / education

Ashorne Hill Management College • Aylesbury College • Barnsley College • Bournemouth Borough Council • Brighton Hove & Sussex Sixth Form College • Carmel College • Capel Manor College • Central Bedfordshire Council • Coventry University College • Crown Estates • Edge Hill University • European Central Bank • HM Treasury • Lancashire County Council • Liverpool Community Health NHS Trust • London School of Science & Technology • Medical Research Council • Northampton Borough Council • Northwood College for Girls • Open University • Orchard Hill College • Oxford City Council • Peak District National Park Authority • Policy Research Unit • Portland Place School • RAF Brize Norton • Redditch & Bromsgrove Councils • Regent’s University • Rotherham, Doncaster & South Humber NHS Foundation Trust • Royal Free Hospital • Stoke Sixth Form College • Sunderland College • Teignmouth Community School • Telford College • University of Kingston • University of Portsmouth • University of Southampton • West Yorkshire Commissioning Support Service

Charities / housing / not-for-profit

British Board of Agrément • British Film Institute • British Standards Institution • Building Research Establishment • DASA • Hertfordshire Chamber of Commerce • Housing Solutions • Hundred Houses Society • Marie Stopes International • Methodist Church • Noise (UK) Ltd • North Herts Homes • Rothamsted Research • Royal British Legion • Step-by-step • The Chartered Banker Institute • Together Housing • Wenta • West North West Housing

Projects
Every client is different. Even though a lot of them face similar challenges we still have to engage with them to determine the most appropriate solution in each case. These mini case histories are here to give you an idea of our approach and of the range of projects we’ve been privileged to work on – a wider range than you might expect.

Feedback
We can wax lyrical about our training, but you might prefer to see what our customers say about it. Here’s just a small selection of comments from course participants:

‘A chance to discuss with other colleagues across College about customer issues / experience. Trainer was very friendly and professional!!’ (Carmel College)
‘A valuable experience whether you’ve been in Customer Service 2 months or 20 years.’ (Tibbetts Group)
‘Balance of presentation / group exercises, etc, was very good and kept you alert and interested throughout the day.’ (De Lage Landen)
‘Constant support and encouragement; praise which instilled confidence; very professional and fun.’ (Ambius)
‘Covered a lot of areas but managed to remain interesting throughout.’ (Network Resource)
‘Easy-going atmosphere; useful information; thought-provoking.’ (Carmel College)
‘Amanda made the course fun whilst keeping it focused.’ (Tibbetts Group)
‘Enjoyable, interactive day with other colleagues. Not too serious but gave a lot of food for thought and ideas to put into practice.’ (Carmel College)
‘Enjoyed having advice about how to deal with difficult situations.’ (Strutt & Parker)
‘Enjoyed the workshop – got a lot out of it. Thank you.’ (Carmel College)
‘Everyone achieved something regardless of their skill set when they arrived.’ (Ambius)
‘Found the course very interesting and informative. Wasn’t sure what to expect before the course but found I’ve learnt some new personal skills.’ (Ultra Electronics)
‘Free flowing, with opportunity to ask questions.’ (Elstree Golf Club)
‘Friendly and informative. Very good.’ (Ping)
‘Friendly instructor; easy; fun.’ (Wincanton Distribution)
‘Fun and informative. Lots of ideas given.’ (ASOS)
‘Fun and interesting.’ (ASOS)
‘Fun, interesting and valuable.’ (ASOS)
‘Gained everybody’s participation and input.’ (Carmel College)
‘Good examples of how to deal with customers and to word things differently as a good way to keep them happy!’ (Ping)
‘Good interaction – involved everyone in all parts.’ (Network Resource)
‘Good interaction to make it interesting. Trainer made it an enjoyable day. Thank you!’ (De Lage Landen)
‘Good refresher – opportunity to reflect.’ (New College Telford)
‘The trainer held our attention. He kept it lively and fast-paced – no chance of the “nodding dog” syndrome! Content was relevant to our business, and not over-complicated. Interesting to listen to.’ (Strutt & Parker)
‘Great fun, easy to understand, with some good ideas of how to improve work.’ (ASOS)
‘Great presentation style; good mix of presentation and activities.’ (Carmel College)
‘Helped me gain confidence to deal with customers.’ (Wincanton Distribution)
‘How to handle difficult customers was useful.’ (British Film Institute)
‘I felt a lot more confident about dealing with situations outside my normal remit – I’d like to try my role-playing phone call again!’ (Network Resource)
‘I found the trainer accessible and enjoyable. A well-structured day.’ (ASOS)
‘I have learnt a lot from these two days. Full of content.’ (Ambius)
‘I liked the interaction between the trainer and ourselves; throughout the course there was plenty of opportunity to participate.’ (De Lage Landen)
‘I liked the way the trainer gave an example for every situation.’ (GoNative!)
‘I liked the way things were explained and made easy to understand.’ (Southampton University)
‘I particularly liked the presentational style.’ (Strutt & Parker)
‘I feel this type of training would benefit all staff of the College, as we all could be classed as “the customer” and it would promote a more cohesive approach across College.’ (Carmel College)
‘It made me feel comfortable and able to do my job better, and gave me the tools to do it.’ (Ambius)
‘It was interesting and FUN!’ (Southampton University)
‘Jo made the whole training very friendly and interesting.’ (Southampton University)
‘Jo was an interesting and captivating trainer. Time flew, content was good. Best course I’ve had in ages.’ (Ultra Electronics)
‘Kept all interested despite varying levels of previous training.’ (Ambius)
‘Learning how to alter a situation to work in your favour by using great customer service techniques.’ (Network Resource)
‘Linked very well to my role! Could relate examples to everyday tasks.’ (North Hertfordshire Homes)
‘Lots of time to participate. It was fun.’ (De Lage Landen)
‘Made us think about how we work.’ (ASOS)
‘Much more fun than I had anticipated.’ (Ambius)
‘No videos! Plenty of interactive exercises.’ (Ultra Electronics)
‘Pacy – didn’t dwindle throughout day.’ (Wincanton Distribution)
‘Participation was never pressurised.’ (Ambius)
‘Really enjoyed the course – it gave me a chance to reflect on how I do my job and be more aware of students’ behaviour and how I react. Very good.’ (New College Telford)
‘Really happy with the feedback.’ (Network Resource)
‘Relaxed and informative atmosphere.’ (Wincanton Distribution)
‘Relaxed atmosphere. Examples specific to current work.’ (Stoke SFC)
‘Role play really showed how you can control a conversation.’ (Wincanton Distribution)
‘Role play was interesting and helpful.’ (SaudiAramco)
‘The “fun” factor made it very easy to follow.’ (North Hertfordshire Homes)
‘The course was very easy to relate to and very helpful.’ (Ping)
‘I liked the relaxed atmosphere and the way the trainer coached rather than corrected in front of group.’ (Ambius)
‘The trainer was very enthusiastic and it was helpful working in groups to find out about others’ customer experiences.’ (Strutt & Parker)
‘The way it was presented, which was backed up with good examples, made you think.’ (De Lage Landen)
‘Used humour to impart knowledge.’ (Network Resource)
‘Very easy to follow and well presented. Not boring!’ (ASOS)
‘Very impressive presentations and examples. Good course folders.’ (SaudiAramco)
‘Very informative and will be useful in many aspects of “Reception” work.’ (New College Telford)
‘Very informative, enjoyable and relaxed atmosphere.’ (Network Resource)
‘Very informative, interesting and easy to understand.’ (Ultra Electronics)
‘Very interesting and relevant.’ (Carmel College)
‘Very interesting course given at the right pace for everyone.’ (Ultra Electronics)
‘Very interesting. Kept me awake throughout! Very real and all examples related to my everyday life.’ (My Family Care)
‘Very well controlled and handled.’ (Ambius)
‘Very worthwhile and good ideas for dealing with difficult situations.’ (Wincanton Distribution)
‘Very, very informative with excellent ideas to take back into my job and enable me to become more effective.’ (Wincanton Distribution)
‘Gave me more confidence. As a nervous person that was very important.’ (Ambius)
‘Well matched to everyone’s level, a good starter for further more specific customer service training/consultations. Activities in groups got everyone thinking.’ (Wasabi)
‘Well structured and presented. Good documented material to take away.’ (Network Resource)
‘Well-presented course – excellent.’ (Ultra Electronics)
‘Will help me to provide a better level of customer service and solve the challenges of difficult situations.’ (North Hertfordshire Homes)
‘10 / 10 for professional / uplifting.’ (Network Resource)
‘Learned new things and there were some good ideas.’ (Ambius)

Any questions? Please either look through the FAQs or just give us a call on 01582 714285 – we’re here to help!