Find out more about our team leader training & leadership programmes

People Performance

We all like customer satisfaction, but is 'satisfied' really enough? We specialise in advocacy. We develop strong, emotionally-intelligent team leaders who create rewarding employee experiences. We equip their teams with the skills, attitude and language to turn customers into fans. Through team leader training, we get right to the heart of your customer experience, engaging everybody in the relentless pursuit of improvement.

Our leadership programmes have been known to transform businesses. Engaging and far-reaching, they help leaders inspire their teams to achieve the extraordinary. Specialist coaching, masterclasses and modular learning programmes may be applied singly, or as part of a wider learning journey. We'll even train your people to become trainers themselves! The results? Lifetime loyalty (staff and customers) and serious competitive advantage.

Leadership Programmes

Leadership Programmes

Your leaders directly shape the service delivered by your people. To excel, they must be role models. After all, businesses with high quality leaders are 13 times more likely to outperform their competition in key bottom-line metrics (source: DDI).

Fast-paced, intensive and challenging, our experiential leadership learning programmes develop strong, emotionally intelligent leaders. We work with them to create rewarding workplaces, build passionate teams and drive measurable results.

Frontline Skills Workshops

Frontline Skills Workshops

In a world where expectations are higher than ever, every customer service interaction evokes emotions - positive and negative. Your business' success depends on your frontline team; to grow loyalty they must delight customers, consistently.

Powerful and immersive, these workshops will unlock the secrets to compelling communication and remarkable relationship management, as well as assertiveness and self-awareness. Teams will take ownership of creating memorable experiences.

Customer Experience Masterclass

Customer Experience Masterclass

Improving your customer experience is the single most influential thing you can do to increase customer advocacy. It is THE competitive battleground for businesses.

These masterclasses offer a dramatically different way for teams to immerse themselves in the latest trends, research and best practice. Through practical exercises, self-assessment, reflection and planning exercises, teams develop results-driven customer experience strategies that specify goals, roles and responsibilities.

Customer Experience Coaching

Customer Experience Coaching

Astoundingly, 65% of employees feel they have more to offer in skills and talent than they are currently being asked to demonstrate. Our powerful coaching techniques can help your teams achieve extraordinary results; your customers will love the changes, your team will feel engaged, and your bottom-line will benefit!

Accelerated learning, increased skill transference and enhanced motivation, are all achievable through 1:1 leadership coaching and group action centred coaching.

Train the Trainer

Train the Trainer

In a world of tight budgets, training can be difficult to justify. 'Train the Trainer' is for businesses who want to deliver compelling customer experiences, in a cost-effective way. They may have a high staff turnover, or very large teams to deal with.

We will train a team of in-house customer experience ambassadors. From training confidence and coaching skills, through to advanced emotion/complaint management, they will master all the skills they need to train new team members.