Training

The Customer Service Excellence Course

Equip your team with the skills they need to deliver exceptional customer experiences every day. This course is ideal for new starters, long standing team members and managers who are working in customer facing roles across financial services, retail and hospitality.

The modules include the following:

  • Foundations: understand why delivering great customer service is essential for your role, career development and future opportunities. Also gain an insight into the importance of taking individual responsibility and how to do this. 
  • The 7 Pillars of Exceptional Customer Service: learn the 7 pillars of Exceptional Customer Service which will enable you to deliver fantastic customer experiences every day. 
  • The Communication Workshop: a practical guide to communicating effectively and empathetically with customers over the phone, face to face and via email. 
  • Compliant Handling Techniques: learn intermediate skills for recording, investigating and resolving complaints effectively. 
  • Bring Your Best Every Day: understand how to perform at a high level every day in relation to productivity and quality. 

Course Details

  • Online Course 
  • 7 Hours of Content 
  • EBook 
  • Cheat Sheet 
  • Daily Reminders Sheet
  • Skill Level Achieved: Intermediate
  • Lifetime Access to Content
  • PRICE: £300.00 £247.00 per learner

The Complaint Handling Masterclass: A Guide for Financial Services Teams

Our Signature complaint handling course has been designed by our Founder Rachel Williams.

Rachel spent 7 years working at The UK’s Financial Ombudsman Service (FOS) as a Consumer Consultant, Adjudicator and Investigator. Rachel also worked at Santander bank and across various retail stores. The Complaint Handling Masterclass is based on her 15 years of expertise and presents itself as an industry leading complaint handling course.

The course is specifically designed for frontline workers and mangers across financial services such as digital banking, traditional banking and insurance services.

The six modules are the following:

  • The Four-Stage Framework : Learn the four stages which every complaint must go through in order to be resolved. Understand our simplified approach and how to reduce your workload. 
  • Investigate Like a Pro: Take a deep dive into the most effective investigation techniques that will increase your productivity and reduce your stress. 
  • Complaint Handling Techniques: Learn a variety of complaint handling techniques such as processing information quickly, taking notes effectively and using a variety of evidence to draw a fair and reasonable conclusion. 
  • Delivering Outcomes: Understand how to deliver the outcome of a complaint over the phone and in writing. Become a master at delivering both good and bad news. 
  • Dealing with Challenging Customers: You’ll learn the practical steps to effectively deal with consumers who are angry, upset, talkative, rude or abusive. 
  • Compensation: Learn when and how to provide compensation and the different types of compensation. 

Course Details

  • Online Course 
  • 7 Hours of Content 
  • eBook 
  • Cheat Sheet 
  • Daily Reminders Sheet 
  • Skill Level Achieved: Expert
  • Lifetime Access to Content
  • Price: £497.00 per Learner

Bespoke Learning Solutions

We can create tailored learning solutions and pathways for corporate front line teams across retail, financial services, hospitality and public sector bodies.

To find out more about one of courses, book a Pathway Call today.