Customer Service Training

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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Our Programme:

Discover the full potential of your training investment. While we always tailor every element, here are examples of high-impact components our Customer Service Training can cover:

Explore different questioning techniques to get to the core of
the customer enquiry/needs
Discuss the effects of coded language
Developing and Strengthening Team Dynamics

We know that your training needs are unique, and we respect that! That's why we create bespoke programs tailored exactly to your organisation's goals—no one-size-fits-all here! To give you a clear starting point on the essential areas your teams require—because you know what's best for them—we've developed a Programme Components Menu. It's designed to guide the training specifics. And if there's anything else you need that isn't on the menu, we're more than happy to discuss it and build it into the design during our discovery call!

Download your programme menu here

"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

FAQ's

01
Delegates will be able to witness a dramatized scenario written to mirror real situations and played out to the group. By forensically observing the scenes delegates can draw on their own experiences, they will be immersed into the live drama and the behaviours, language and communications between “staff and customer”. Through the drama-based training, the delegates will be able to unpick behaviours and really dissect the communication and potentially highlight what could or should have happened instead. This is much more than theory, the experiential training allows delegates to be fully immersed into the training, discussions and key learning points, with the ability to add in skills practise to the training, they will come away with new found understanding of what customer service should be in your organisation.

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02
Each team and organisation is different, as are their specific training needs. All our training is bespoke; you can find our programme components document on this page to highlight what key areas you wish to address. It is key to note that ahead of the training we like to fully comprehend the lived experiences of your team and what areas they/you would like to improve, it is dependent on these decisions as to what tools/skills the team will learn and utilise during the training.
03
Continuous use of the tools, consistent engagement in the discussion and organisational wide training. Although you may wish to target a specific team to begin with, to make the training long-lasting it is important that it is a whole organisation approach. Whether your customers are external or internal, different teams/departments have different understanding of what excellent customer service looks like. Our training looks at quality standards, improves confidence and develops tools, that all departments can put into practice. We also explore the role of managers to role model exemplar customer service.
04
During the design phase, our team will have discussions with the booking manager for the training to highlight your values, services and required standards of behaviours from your employees. We will also look to hold up to 3 focus groups with a range of benefactors of the training to understand their lived experiences, so that the training and scenarios reflect their workplace. This research and deepened understanding of the organisation helps us to curate a truly bespoke training package which reflects the lived experiences as well as highlights the desired outcomes.

Our Methods
05

After The Curtain Call: Your Training Toolkit

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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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.

“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

Customer Service Training

Download your programme menu here

FAQ's

How is this training different from a standard classroom or lecture course?

What specific skills will my team practice during the role-play and simulation sessions?

How do we ensure the learning sticks and translates into lasting behavioural change?

How will you align the training content with our specific brand values, service standards, and employee value proposition?

Can we review and approve all course materials and facilitator guides before the programme launches to ensure brand and tone consistency?

After The Curtain Call: Your Training Toolkit

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:

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