QA Training | Customer Service

Creating world-class customer service

Service delivery sets the impression of your organisation, whether it’s internal or external customers. So how do you ensure this impression meets your goals and values?

Changing attitudes and communication styles


Our experience in creating transformational learning programmes means that we look at the services within your company as a whole. Bringing an understanding of how a learning solution can help across all your customer interactions, internal and external.

Changing attitudes and communication styles across teams creates a strong focus for both shared services and customer service teams. This will support wider business goals such as delighting customers, or making significant savings through a shared service model.

Unipart customer service excellence


Unipart set its goals high: going beyond satisfying customers to actually delighting them.

Changing behaviour needs an inspiring goal, as well as practical and measurable outcomes. We helped Unipart be clear on these.

  • Real changes in customers' feedback
  • Stronger sales and better repeat business
  • Reduced staff turnover and less absenteeism

Finding the right delivery methods is dictated by the audience, and in this case we worked to deliver road shows that were local to over 3,500 customer service people across the UK.

Find out how we have helped top clients deliver world-class customer service


Star Technology IT Support teams


"We've always been good at solving our customers' problems; we wanted them to feel good about their relationship with us, too." Bryan MacPherson, Star training and development

As a highly successful company, Star grew rapidly, quickly making the transition from a small entrepreneurial business into a substantial organisation. As with many organisations this means a real mix of people to include in training programmes, suiting the interactive style of company specific events.

Specificity was also included in the programme itself, as we tailored it to the particular learning style of the technical team; they were very process-orientated, communicating in logical and factual language.

The outcome has been a great success: the target had been a 10% improvement in quality, but a 16% improvement was actually achieved.

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