Colleague Training

Most frequently, we offer this as a complementary service to an existing CX measurement programme, where we have identified a need for additional frontline engagement and support.

The training itself takes many different forms, and just as we do for each programme, we devise a structure that best suits each organisation and need.

We help our client’s service teams improve by:
  • Internal Mystery Customer activity
    • Every colleague completes a competitor assessment, understanding service from the ‘other side’ (as well as providing some useful competitor insight too!)
  • Structured half and full day workshops, with a focus on improving compliance to desired actions/framework through colleague engagement and understanding
  • Mystery Customer led accompanied visits
  • Soft feedback sessions with a selection of Mystery Customers and frontline teams