SERVICESCustomer Experience (CX) Portfolio
CX challenges and opportunities
Let's face it, customers are way more self-sufficient than they used to be - most customer transactions can be done with little or no support, either online or through other self-serve channels

So, when our customers really do need us, how well do we respond? And, does our response actually reflect the brand promise of the company?

If you value your customers, you'll want to know that your team are responding with all the skill, knowledge, advice, empathy and reassurance that customers need

And this is where we can help!
CX challenges and opportunities
Let's face it, customers are way more self-sufficient than they used to be - most customer transactions can be done with little or no support, either online or through other self-serve channels

So, when our customers really do need us, how well do we respond? And, does our response actually reflect the brand promise of the company?

If you value your customers, you'll want to know that your team are responding with all the skill, knowledge, advice, empathy and reassurance that customers need

And this is where we can help!
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CX Pro Suite
Our CX Pro Suite offers training courses, guidelines and a complete manager’s toolkit to support organisations to achieve their CX objectives

The CX Pro Suite is suitable for:
CX Pro Suite
Our CX Pro Suite offers training courses, guidelines and a complete manager’s toolkit to support organisations to achieve their CX objectives

The CX Pro Suite is suitable for:
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Sales
teams

Service teams

Complaints teams

Retention teams

£ Recovery teams

Back office teams

Team managers

Skills development modules
Here are the typical modules included in our CX Pro suite of development courses and tools

Simply pick and mix modules to suit your specific requirements:
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Developing a ‘CX Pro’ mindset
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Creating a great, ‘brand-aligned’ impact
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Building empathy and rapport
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Navigating ‘low effort, high satisfaction’ conversations
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Transforming challenging conversations
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Writing skills for the
‘CX Pro’
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Examples of recent CX programmes
2-3 day workshopThe CX Pro programme
This programme is made up of 6 modules, each designed to provide the mindset and skills required to become an outstanding CX Professional, capable of creating great experiences for customers, great performance results and the confidence to handle the most challenging situations.
2 day workshopDriving CX Quality
Training alone won’t embed the CX Pro behaviours. This course is aimed at the Quality team and/or Team Leaders and gives them knowledge to assess and feedback on the skills of the CX Team.
8 day programmeTrain the Trainer
The CX Pro Train the Trainer programme skills up the internal training team to rollout the CX Pro programme. Making it a cost effective solution for larger organisations.
Add in elements from our leadership portfolio and you have a complete CX transformation programme
Customer quotes
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I thought you would like to know that I visited the call centre again on Wednesday and was mightily impressed with the people that I met. The sense of energy, enthusiasm and the anticipation really was fantastic and is a great tribute to the work and training that you have carried out on our behalf

Ian Huckle, Call Centre Manager, Barclays Bank

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A huge thank you to you and your team for all of your help and support over 2020. With your help I am delighted with our delivery this year and the tangible movement we have made in our customer culture
The icing on the cake was of course the external recognition of the awards to the team and this was only delivered in partnership with your team. A truly heartfelt thanks to them all for a wonderful programme

Hilary Bennet, Director of Customer Service, Severn Trent Water

NB Hilary’s lovely quote above is based on work we conducted on behalf of our pals at Customer Consulting Limited – You can find them at: www.customerconsulting.com

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PODCAST: Creating a CX culture
Relax, grab a cuppa and take a few minutes to listen to our podcast on creating a CX culture
Humanistics Leadership Culture Podcast
PODCAST: Creating a CX culture
Relax, grab a cuppa and take a few minutes to listen to our podcast on creating a CX culture
Want to discuss your CX requirements?
Drop us a mail and we can schedule a chat