Developing Customers For Life

Name: The Garnett Foundation
Address: The Old Barn House, 167 Botley Road, Chesham, Buckinghamshire, HP5 1XR, United Kingdom
Telephone: 01494 794264
Price range: Competitive

Results of Customer Service Training:

84% of customers feel that customer service staff need more training (The Institute of Customer Service)
“Customer-obsessed” organisations reported 41% faster revenue growth than those at non-customer-obsessed organisations. (Forrester)
98% of participants who have received our customers service training would recommend it to a colleague or other organisations.

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In today's landscape, exceptional customer service is a priority. Customers expect seamless experiences, and competition is fierce. We must act effectively to maintain loyalty.

This training emphasises proactive problem-solving and efficient responses. Gartner reports 80% of businesses compete on service, highlighting its critical role. We cannot afford to fall short. Zendesk data shows 73% of customers will abandon us after repeated negative interactions.

Our goal is to equip you with the skills to address customer concerns swiftly and professionally, minimising dissatisfaction and maximizing retention. By mastering reactive techniques as well as preventative, we elevate our service standards and solidify our competitive edge.

Consistent customer service training is vital for business success. Standardised training ensures every customer receives a positive, uniform experience, boosting retention and profitability. Regular programmes address employee turnover and evolving customer expectations.

Data underscores this importance: more than half of consumers prioritise excellent service over price (Hyken), highlighting its impact on purchasing decisions. Furthermore, a negative customer interaction can significantly disrupt a customer's day, with 75% reporting this effect (Zendesk Benchmark data).

Therefore, investing in comprehensive, ongoing training is not just an expense, but a strategic investment. It ensures employees are equipped to deliver exceptional service, fostering customer loyalty and driving business growth. By prioritising consistent training, businesses can create a positive customer experience that translates directly to increased revenue.

Effective customer service is a learned skill, not an innate trait. Targeted training empowers any employee to excel in customer interactions. By focusing on communication and behavioural techniques, employees learn to navigate diverse scenarios and even anticipate customer needs.

Our training's impact is evident: CBH achieved a 3-star rating for service excellence and improvement potential. Furthermore, 98% of participants recommend our training, highlighting its effectiveness. This success aligns with broader research, which demonstrates that companies with exceptional customer experiences generate significantly higher revenue than their competitors. Investing in comprehensive customer service training yields tangible results, driving both customer satisfaction and business growth.

Immersive Research

Consult and involve staff/stakeholders/Board members
Familiarisation of your history/culture/aspirations/policies
Establish current culture and reality
Identify what you want/need to achieve

Consultancy meeting for the purpose of research and development

Deliver

Engaging, interactive and inclusive training
Challenging in a psychologically safe environment
Share

Collaboration in a psychologically safe environment

Devise

Feedback research findings to client
Design powerful and engaging programmes
Authentic script, real characters and scenarios
Intensive rehearsal and briefing of delivery teams

Embed Change

Develop sustainability strategies
Focus on action centred results
Building communication around feedback
Celebrate and embed

Reflecting the direction from consultancy and embedding change

Programme Components

"CBH were delighted with the full staff awareness raising sessions conducted by the Garnett Foundation on Equality and Diversity. The test has to be that the format is one which staff have clearly both enjoyed and remembered. The enthusiasm of the actors and the ability to interact is an excellent combination to “making it real”. We look forward to working together again.”

Chief Executive, Cheltenham Borough Homes

Read the full case study

Following the training sessions, a feedback and evaluation report is compiled to ensure the actions highlighted are embedded and the learning is sustained. The report is reflective of the lived experience and perspective of the participants and includes:

Issues, actions and concerns arising

Reoccurring themes

Consultative results and areas to be addressed

Voting results

Recommendations and actions

Participant feedback

Our reports are anonymous and compiled around individual, team, manager and organisation actions

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“The Garnett Interactive team worked together with us from start to finish, ensuring that the session was effective and targeted. The team went above and beyond to ensure that not only their part, but the whole of the conferences went well. The feedback from the events has been exceptional and I would recommend both this method and Garnett Interactive for this type of event.”

Anthony Barlow, Operations Director, Johnson Cleaners

“Since attending the Garnett Interactive training, I think more about putting myself in my patients’ shoes. I want to be sure that I have done everything possible to make them feel comfortable, safe in our hands and happy.”

Clinical Support Worker