Customer Service

Customer Service

"Customer service isn’t part of the job, it is the job" – Pam Bhamra, Southern Housing Group

In a consumer led world, your customer service teams can be the key differentiator between you and your competitors and prioritising service excellence can help give your business a competitive advantage. Steps offer a unique skill-building process, which ensures that your customer service personnel are as good as they can be when dealing with your customers and prospects.

Putting your customers at the heart of a bespoke training programme, we will work with you to identify the most effective approach for your staff and your business. The experiential learning approach to our training programmes allows us to equip your customer service teams with both the theoretical and practical knowledge needed to meet customer needs, furthering themselves as well as your business.

Benefits of customer service training

During our programmes, we immerse your staff in 'as-real', scenario based learning. Through careful research and planning, our highly trained actor-facilitators re-enact credible customer interactions, allowing delegates to explore service behaviours and challenges in a practical setting. This method of training helps your staff to see the impact of their behaviours (for better or for worse) within each situation, as well as providing them with a language and confidence to tackle challenging situations when they arise. This method enables you and your staff to feel confident that when they are back at their desk they are fully equipped to handle any situation.

We have delivered award-winning programmes  on topics including:

  • Customer Service skills
  • Sales force effectiveness
  • Handling complaints effectively
  • Effective communication
  • Negotiation Skills
  • Customer behaviours and personality profiling

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We make shaping a customer service training programme a collaborative process. We work with you to learn about your business, your customers and your service commitments. We will then put together a bespoke programme that will raise awareness, build skills and create a culture that champions customer experience.

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Quote Mark Steps' scenarios provided practical demonstrations of customer service skills. They were very realistic and they highlighted some challenging situations. Quote Mark Claire Symonds, Customer Access Service Head, Tower Hamlets
Case Study
Achieving Customer Service Excellence
Metropolitan Council

As part of a major transformation project we designed a dynamic blended programme that engaged 720 members...

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Case Study
Excellence Matters
Southern Housing Group

Steps work with Southern Housing Group to drive forward excellence in customer service for over 700...

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Case Study
Transformative communication skills programme
Kleinwort Benson

An innovative communications skills training programme to help individuals and teams to make the most...

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