Customer service depends on people. By that we mean:

• The people who define your service - directors, managers, planners, designers etc
• The people delivering your service - sales teams, call centres, counter staff, suppliers, agents etc
• The people receiving your service - your customers, clients, supporters, patients, users, enquirers etc.

With all those people involved having effective working relationships is vital!

The Customer Factor’s unique programmes can empower your internal customers (managers and staff) by helping to break down their inter-personal barriers, remove communication blocks and boost self esteem, creativity and confidence.

Having raised your internal bar, we can harness this learning to develop exceptional service for your external customers.

Our programmes are developed by Dorothy Thom, the international business expert behind the Customer Factor.

By selecting the most successful techniques from around the world and adapting them to your specific needs, we can help your staff improve both their desire and ability to deliver exceptional customer service.

Plus, most importantly, we’ll also give you the tools to sustain improved performance in the longer-term.

In addition to our training and mentoring programmes we also offer expertise in all six areas of the customer service process.

As well as undertaking service and communication audits we can also help with customer focussed marketing, copywriting, design, PR and research using the specialist skills of our group of Associates.

Like you, we aim high. You’ll find we are:

• Friendly experts with first-hand practical experience gained from working in and with different businesses
• Easy to talk to, we won’t bamboozle you with management speak or textbook theories
• Flexible - whether we’re delivering training, mentoring key staff, problem solving or opportunity spotting we’ll mould our approach methods or training programmes to suit your needs exactly.