Customer Service Excellence

Discover the TRUE purpose of customer service excellence.

Learn how your organisation can get people feeling good about using your services and get them talking to others positively about your brand!

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Make Your Brand Shine

Learn how to create powerful and positive associations to your brand.

Common Customer Service Mistakes

Find out the common pitfalls and traps most organisations fall into when it comes to customer service.

Effective Complaints Handling

Dealing elegantly with complaints and “difficult” customers without damaging rapport.

Customer Service Excellence: Training

What does Howard cover?
  • How to get people feeling good about using your services, get them talking to others positively about your brand and create success!
  • Discover the true purpose of customer service excellence.
  • Understand the “long vs short term” commercial issue of good customer service!
  • Why most organisations fail to live up to the promised levels of customer service they promote.
  • Why good customer service and employee engagement actually go hand in hand!
  • How to deal with difficult customers and complaints… but still leave the customer feeling good.
  • Common customer service mistakes.
  • How to use customer service as a marketing tool.
  • How to structure the customers experience to create maximum profit for you.
  • Plus much MoRE…
How Do I Get Access To These Sales & Influence Skills?

In-House Training

Howard has been into 100’s of different organisations and therefore, understands how to customise training to specifically match your needs. Prior to any training we will discuss any industry specific nuances so that it “hits the spot!”

The training is flexible and Howard is just as comfortable presenting interactive in-house workshops to small numbers of people as he is presenting to audiences of 250 plus.

1-2-1 Coaching

Howard can work with people on a 1-2-1 basis helping people overcome the specific issues that hold them back. The focus of this coaching is to help people go from “knowing” about the skills to actually “doing” the skills, so that they can flexibly provide the levels of customer service needed to really create business success.

Public Events

You can experience Howard live at various events around the country. These events are not only useful as a way of networking but it provides a real opportunity to put the new skills into action! Sign up for the newsletter (by clicking here) and be the first to hear about new events!

Howard's Training Style

Howard’s goal is not simply to talk at people giving them theory… it is give people a host of tools that they can begin to use immediately following the training. People often find themselves enjoying the sessions much more than they thought they would but guess what… people learn best when they are having fun!

Time and time again people have reported to doubling and tripling their conversion rates after the training!

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What Are People Saying?

Howard completed a large customer engagement training project for us, visiting multiple locations nationwide. The feedback from everyone (over 350 attendees) has been phenomenally positive and I can testify personally to how engaging and informative his training is. He gives great clarity to not just the theory of how to get customer engagement right, but also provides hands on, practical tools to implement success in this crucially important area.

Maria Gibbins

Head of Learning Development, Slater Gordon Solutions

I have no doubt that many professions are facing significant challenges and to navigate these challenges it must change and focus on the customer. That change has to happen from the inside out and Howard’s training is a key part of the process.

He not only has the ability to help professionals see the world through the client’s eyes but he also provides enormous clarity around what we must do to differentiate ourselves. Miss out on his training at your peril!

M Griffiths - Redkite

I would highly recommend Howard to anyone looking to deliver training in order to deliver results, whatever the subject matter or sector.  I have been fortunate to enough to attend a training day where Howard was a guest speaker and I found it highly engaging and insightful.  When it came to looking at the training and development for my operational teams in customer service within a healthcare environment I sought Howard as I felt his very unique style and approach would be the most effective in training clinical staff in an area they typically are least comfortable in.  It is great to see staff weeks on still discussing the humorous stories and their underlying messages which is a true demonstration of how effective the training has been.

Gary Spurway

Service Manager, Bart's Health - NHS Trust

Having been on a couple of Howard’s training sessions in the past I really felt the skills he teaches would be of huge benefit to our whole office. Howard’s engaging training session was enjoyed by all in the office, everyone got involved in the learning and role play and there was no chance to hide at the back! The techniques that Howard teaches are vital in helping clients to feel comfortable speaking about their matters. I would definitely recommend Howard to others and would not hesitate to book him again in the future.

Olivia H, Large & Gibson

We commissioned Howard for a day with our team, with the intention of improving the communication skills and understanding true customer-focus interactions. The day Howard spent with us was absolutely brilliant, and enjoyed by all. It achieved all the objectives we’d set and all in an engaging, positive, entertaining, informative and fun manner. I have absolutely no hesitation in recommending Howard to any other businesses looking for truly excellent customer service training. I know we will use Howard time and time again.

Blake Ezra - Blake Ezra Photography

blue phone button  Call: 0203 004 8479 or send me an email

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