Career-defining development to achieve a first-class customer experience

Keep customers coming back for more by developing and enhancing your customer service team’s skills, knowledge and behaviours.

embed critical skills

Develop the essential skills your team need to deliver upon your required standards and strategy, including the commercial impact they have.

stay agile

Give your team the confidence, knowledge, skills and behaviours to excel in any situation thrown their way.

deliver for your customers

Give your customers the service they deserve – ensure your team are implementing best-practice processes.

Flexible delivery

Run a private, closed programme for your business, or enrol delegates on an OPEN programme with sales professionals from other businesses.

Customer Service Excellence Programme

The programme helps delegates to become well-rounded, professional representatives of their business and themselves. We achieve this by taking them on a professional development journey. Beginning with their own perceived strengths and weaknesses, right through to analysing and understanding the skills, knowledge and behavioural competences required to work as a Customer Service Specialist. We fully equip them to become advocates of customer service. From proactively looking for ways to improve the service customers receive, to dealing with complex or technical customer requests, complaints and queries.

Across the programme, we help delegates to develop the soft skills that will help them to build and maintain relationships, including communication, teamwork, decision making, and problem solving. Alongside this, we stimulate and develop delegate’s commercial thinking in relation to their role and day-to-day activities. We will cover a range of areas including continuous improvement, the importance of maintaining industry and best-practice knowledge, and taking accountability and ownership for results.

Customer service

Our Programme

Excellence in customer service can only be achieved by combining theory and practice together. Our programme uses blended learning to do just that. We use virtual and face-to-face classroom sessions to help delegates to understand theories, tools and techniques.

Then, we use experiential learning and business simulations to give delegates the chance to get hands-on and practice the theory. 

It’s unlikely people will do things perfectly the first time. Using experiential activities allow delegates to try out their new skills and make a few mistakes in safe environment. Your delegates will then learn from their mistakes before refining their skills again, so they get it right for your customers.

Across theory and practice, different customer service specialists will have their own unique development needs. To help them get the most out of the programme, we take a learner-centric approach. Focusing on individual’s unique development needs, we work with the delegate and their line manager to get the best results. Through 1-2-1 coaching, peer feedback, self-reflection and facilitated meetings (with coaches, delegates & line managers) the programme provides delegates with life-defining change.

From the very beginning, we engage delegates in their own self-development and continually include line managers in discussions across the programme. Our experienced coaches support both the delegate and their manager to embed our programme back into your business, and into the delegate’s day-to-day activities. This process makes sure that delegates will continue to develop and grow even after the programme has finished.

Our Programme

Excellence in customer service can only be achieved by combining theory and practice together. Our programme uses blended learning to do just that. We use virtual and face-to-face classroom sessions to help delegates to understand theories, tools and techniques.

Then, we use experiential learning and business simulations to give delegates the chance to get hands-on and practice the theory. 

It’s unlikely people will do things perfectly the first time. Using experiential activities allow delegates to try out their new skills and make a few mistakes in safe environment. Your delegates will then learn from their mistakes before refining their skills again, so they get it right for your customers.

Across theory and practice, different customer service specialists will have their own unique development needs. To help them get the most out of the programme, we take a learner-centric approach. Focusing on individual’s unique development needs, we work with the delegate and their line manager to get the best results. Through 1-2-1 coaching, peer feedback, self-reflection and facilitated meetings (with coaches, delegates & line managers) the programme provides delegates with life-defining change.

From the very beginning, we engage delegates in their own self-development and continually include line managers in discussions across the programme. Our experienced coaches support both the delegate and their manager to embed our programme back into your business, and into the delegate’s day-to-day activities. This process makes sure that delegates will continue to develop and grow even after the programme has finished.

Outcomes of the programme include:

embedding critical business knowledge
identifying and addressing development areas
increasing self-awareness and professionalism
knowledge of customers and their journey
developing the right behaviours
Understanding and embedding reflection for personal development

Why Discovery?

The Discovery team are experts in designing and delivering career-defining development programmes for organisations across the UK. We are an approved training organisation for the Association of Professional Sales, an Institute of Leadership and Management approved training centre, active members with the Institute of Student Employers and approved to deliver apprenticeships by the Institute for Apprenticeships.

Aside from all of that, we’re not just a chalk and talk training company. Our goal is to help your people develop so your business has a truly sustainable, competitive advantage. We treat every delegate as an individual so we can give them the eureka moments that will lead to life-defining change.

Nobody said professional development should be easy, but it definitely doesn’t have to be boring! All of our programmes use blended learning and experiential activities to stretch delegates, but in a fun and memorable way. The two most common words delegates use to describe our programmes are ‘challenging’ and ‘fun’. When you’re looking to engage learners, develop their skills and make a long-term behavioural change, we think that’s a great combination.

Are you ready to improve your workforce?

Who is the programme suitable for?

The Customer Service Excellence Programme is designed for anyone in customer service roles where there is a need to demonstrate excellent customer service skills and behaviours as well as strong product and/or service knowledge. They provide service in line with customer service standards and strategy and understand regulatory requirements.

Roles may include: Customer Relationship Manager, Customer Support Officer, Customer Service Supervisor, Customer Service Co-Ordinator, Customer Service Team Leader.

How can the programme be funded?

The programme can be privately funded by any organisation. Additionally, as the programme is aligned with the Level 3 Customer Service Specialist standard, the programme can be funded using your apprenticeship levy – both for organisations who are levy payers and SMEs using a government top-up.

What is a closed programme?

A closed programme is a way of running the Customer Service Excellence programme specifically for your organisation, which allows us to tailor learning and interventions to your business. We recommend cohorts of 10-12 delegates. If you have fewer, it may be more beneficial to enrol your delegates on one of our OPEN Programmes.

What is an OPEN programme?

An OPEN programme is a way of running the Customer Service Excellence programme for organisations who have fewer than 10 delegates or want to enrol their delegates alongside others from different businesses.

Enrolling your delegates on an OPEN programme means they will be enrolled on a cohort with delegates from other businesses. This means they will still receive all the benefits of peer learning, and your business will benefit from boosted employee performance for smaller numbers.

The delegate journey…

Upcoming cohort dates

We start and deliver multiple programme cohorts throughout the year. To enquire about available start dates for your employees, please complete the contact form below.

April Cohort

Welcome – 13th January 2021

Induction day – 27th January 2021

May Cohort

Welcome – 10th February 2021

Induction day – 24th February 2021

June Cohort

Welcome – 10th March 2021

Induction day – 24th March 2021

Quarter Three Cohorts

Quarter Four Cohorts

Quarter One Cohorts

Are you ready to improve your workforce?

express your interest

The Discovery ‘Way’

Use a joined up approach through Diagnostics, Recruitment & Training to build a better workforce.

Diagnostics

Before taking action, take the time to understand how you need to build your workforce to reach your business’ goals and reduce wasted spends.

recruitment

Get the right people in your business with the behaviours, stretch and capability that will ensure your business succeeds.

training

Business doesn’t stand still: develop your employees to increase their capability, prepare them for future roles & future-proof your workforce.

Discovery Recruit Train Diagnose