Customer service
Front desk, telephone, counter and call centre work - the layer of the company most customers experience and most companies never train.
Bought at these levels
L1 Frontline L2 Customer-facing L4 SupervisoryWhat we list, and what we do not
Reception and switchboard standards, counter and floor service, telephone and written response, complaint handling and service recovery, de-escalation, and supervising a service team to a standard.
Not a script and not a smile policy. Anything that trains staff to say the right words without the authority to fix the problem is theatre, and providers here will tell you where the real fault is even when the brief says the fault is the staff.
What companies ask for
Telephone and reception standards
Service recovery when it has already gone wrong
Handling an angry customer in person
Three situations this gets bought for
- The receptionist who is the whole first impression
One or two people, often untrained, carrying every first contact with the company. Small headcount, high leverage, and the cheapest training on this register to justify. - The complaint that became a public one
Something went wrong, the recovery went worse, and it is now visible. Service recovery work, and often bought alongside the communications discipline. - The service standard nobody has ever written down
Everyone does it differently because nothing has ever been defined. This is as much a standards exercise as a training one, and the good providers will hand you the written standard at the end of it.
Who delivers this
Every practitioner and provider on the register who trains customer service, filtered by the level they train at, the market and how they deliver.
Need this trained?
Post a training need