FAQs

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Frequently asked questions

We’re sure you’ll have lots of questions about our training. We’ve tried to answer the obvious ones here, but if there’s anything else you’d like to know do please give us a call on 01582 714285 – we’re here to help!

Questions about open or public courses and online training
The training’s just for me – do you do open courses?
Yes! We usually work on an in-house or on-site basis, ie, we send a trainer to an organisation to train a number of their staff on their own premises. But for the benefit of those organisations with too few staff to justify a day’s in-house training, we do also run some of our programmes on an open basis. Click here for the current schedule.

Do you do online courses?
No – sorry! Currently, we only work face-to-face (or, on a bespoke basis, via webinar).

Questions about the courses
We’ve got a mix of people – which course is right for us?
If you just want a single day’s training, then the best starting point is probably the core programme . If you want a number of days then we can ‘mix and match’ or we can tailor a programme just for you. Please give us a call to talk through the options.

We can’t release all our staff at once – can we split the groups and have a half-day programme run twice on the same day instead?
This is a common problem. The best way of dealing with it is indeed to split your team into Group A and Group B. Group A can have the first half of the course in the morning and Group B can have it in the afternoon. The trainer can then come back the next day (or a week or so later) to deliver the second half of the course in the same way. That means that everyone gets the full day’s training.

We can also run a tailored half-day programme which covers the key issues although without the same amount of skills practice. This can occasionally be a viable option for groups who have high levels of interpersonal skills but little experience of customer service (eg, if they have changed role within the organisation) but is not otherwise particularly recommended. And please bear in mind that we have to charge a half-day on its own at 75% of the full-day rate, since the trainer is highly unlikely to be able to sell the other half of the day. If you still think a half-day option would work for you, however, by all means give us a call to talk it through and we’ll see how we can help.

Can you tailor a course for us?
Happily. But before we go that far let’s just have a word about the extent to which we can tailor the delivery of one of the standard programmes on the day without having to change the materials. There are various ways in which we can do this very easily and it could be more cost-effective for you.

Questions about the trainers
Does it matter which trainer we choose?
No – all our trainers are brilliant! Most clients choose the closest trainer, to save on travel and accommodation costs, but sometimes they’re looking for particularly relevant experience and so they look further afield. If you need any help choosing the most appropriate trainer for your particular requirement, just give us a call – we’re here to help!

Can we talk to the trainer before we book the training?
Of course! In fact, we think it’s essential. We want you to be completely comfortable with the trainer and we need to give the trainer the opportunity to find out more about you, your organisation, the people they’ll be training, etc, etc. Let us know which trainer you’d like to speak to and we’ll set it up for you.

Questions about the practicalities
Are there any minimum or maximum numbers?
For a one-day programme, we suggest a maximum group size of 12 (8 to 10 recommended). If the trainer agrees, you can go over this limit slightly, but we will need to charge £25 per person over the limit for the additional workbooks.

Where possible, we suggest a minimum of 6, but if that’s not possible just let us know and we’ll ask the trainer to review the exercises accordingly, to ensure that your people still get the best possible learning experience.

What time does it start and finish?
The programmes are usually timed as follows:

  • 9.30 – Session starts
  • 10.30 – Break
  • 10.45 – Session resumes
  • 12.30 – Lunch
  • 1.15 – Session resumes
  • 3.00 – Break
  • 3.15 – Session resumes
  • 5.00 – Close

If that doesn’t suit you, however, by all means discuss it with the trainer and they will adjust the timetable accordingly.

What does the trainer need from us?
Excellent question!

We’ll run through the logistics with you in plenty of time.

More importantly, the trainer will need some background about your organisation, the reasons for the training, the audience, etc. We will, of course, tell them what we know about you, but please be prepared to answer the following questions:

  • Who? Tell me about the organisation, who you are, what you do, who needs the training?
  • Why? Yes, you want to improve your levels of customer service, but what’s prompting you to do it now, have people’s jobs changed, have you taken on new staff, have you had particular problems, are there external pressures at work?
  • What? Which course are you interested in, what can you tell me that will help make it even more useful to the group, who are your main competitors or role models, do you have a Customer Service Charter or similar, what are typical problem scenarios for your frontline staff, are there any other key messages you want to get across in the training?
  • When? Let’s get a date in the diary.
  • How? A quick run through any practical points, room layout, parking, lunch arrangements, etc, etc.

You might also want to ask your managers and, indeed, those being trained, for their thoughts too. We can give you pre-course questionnaires for participants and managers/stakeholders to help with this.

What’s the booking process?
Simple! Once you’ve had a chat with the trainer and are completely clear about what to expect, we’ll follow up your conversation with them to confirm the date(s) for the training. Then we’ll send you a one-page Training Agreement – an email reply accepting the terms will confirm your booking for you. That’s also a good time to talk through any remaining questions you might have about the practical arrangements.

Questions about the price, terms, etc
How much does it cost?
The standard prices for our customer service training programmes are:

  • In the UK, £995 per day’s training…
  • … for all the advertised programmes except:

– Building a better customer experience: the standard price of £1,495 allows for half-a-day’s customisation
– Customer service team identity day: the standard price of £1,495 allows for half-a-day’s customisation
– Dramatic customer service!: the standard price of £2,225 allows for customisation and covers delivery by our term of three trainers/facilitators/actors
– Helping people buy: the standard price of £1,295 allows for half-a-day’s customisation
– Any half-day programmes: we’re happy to deliver half-day programmes if that suits a client best; two half-day programmes in a single day are charged at the standard daily rate; a half-day’s programme on its own is charged at 75% of the standard daily rate (ie, usually, £750)

  • … for all the profiled trainers except:

– Cyrus Cooper: Cyrus is Managing Director of our sister company, Maximum Performance, and really is in a class of his own. His daily rate for customer service training is £1,495. He’s equally comfortable delivering small-group training sessions and large-scale conference presentations, special events, etc. Do please give us a call on 01582 714285 if you’d like us to put you in touch with him – you’re under no obligation and you won’t regret it!

Conference presentations, international deliveries and bespoke assignments are priced on an ad hoc basis, depending on the requirement.

Are there any discounts?
For bookings of five days or more, we are happy to reduce the daily rate from £995 to £895.

Are there any other costs?
The only additional costs are the trainer’s travel and incidental costs and (if really unavoidable) accommodation costs – and we’ll give you an estimate of these costs before you commit.

And VAT, of course (for all training delivered in the UK).

When do we have to pay?
We will send you a single invoice after the training has been held (or on a monthly basis for ‘roll-out programmes’), for payment within 14 days.

What are the cancellation terms?
If the trainer becomes unavailable for any reason (eg, illness) then we will consult with you at the earliest opportunity to agree, as you prefer, either another date with the same trainer or the same date with another trainer, if possible.

In the event that you have to postpone or cancel the course within less than twenty working days before the start of the course we reserve the right to require payment of 50% (or 100% if within less than ten working days) of the course fee plus any trainer expenses incurred. In the event of postponement rather than cancellation we undertake to mitigate these costs if possible, but this will depend on the trainer’s ability to re-sell the day(s), which cannot be guaranteed.