Customer Service Training

Take clients on a positive journey while increasing retention and revenue.

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Are you looking to reduce customer complaints, reduce the amount of time customers are kept waiting, and improve your customer retention? Maybe you are looking for your customer service team to increase cross-sell or upsell opportunities. Whatever problem you are facing in your customer service function please read on to find out how I can help.

I’m Gary Morgan a leading Customer Service Trainer, Coach, and Certified Emotional Intelligence Practitioner and I can fix any of the above problems and many more.

I provide bespoke in-person Customer Service Training Courses in Surrey, Sussex, Kent, and Essex, and globally Online via Zoom. My bespoke Customer Service training courses are designed for your business, your sector, and for the products or services you sell.
Ready to transform your team’s customer service skills?
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What my clients say about working with me:

“I and the team enjoyed a fantastic day of Customer Service with Integrity training with Gary. He instantly made the group feel at ease and created a safe environment where we all felt that our opinions and input were listened to. He uses very relatable examples and analogies to thoroughly explain the theory and then more importantly, how to put this into practice. The preparation and time given to us in advance of the workshop meant that Gary was empathetic and really understood our wants and needs. The outputs of the session have fundamentally changed our ways of working and the level of customer service that we have been able to provide to our customers and we look forward to working together with him in the future!”
Kimberley Quince – Sales & Customer Engagement Manager, Maker&Son

How my approach to Customer Service is different

I offer customer care training workshops designed to be highly interactive and agile – more of an immersive experience than your typical customer service training. I will help you unpick the mystery of how to hold on to existing customers. Through integrated, practical sessions with key stakeholders and whole teams, I take a deep dive into every touchpoint in the customer journey that might cause frustration – from the way your phones are answered to how your website performs.

Who do I work with?

  • Complaint Handlers
  • Customer Support Advisors
  • Call Centre Agents
  • Customer Advisors
  • Customer Care Coordinators
  • Helpline Advisors

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Sectors I work with

Here are just some of the variety of sectors that I work with:

  • Contact Centres
  • Dental Practices
  • Insurance Brokers
  • Opticians
  • Recruitment Agencies
  • Estate Agents

Are you experiencing any of these problems?

  • An increase in customer complaints
  • A decline in your customer retention
  • Customer service advisors missing out on cross-sell and upsell opportunities
  • A bad reputation because your customers are kept waiting too long
  • Customer service advisors who are unable to solve problems on their own
  • A decrease in word-of-mouth referrals due to poor customer service

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Why is customer service training important?

Sales might be the lifeblood of many businesses, but customer service is the heartbeat that keeps that blood pumping. Customers form their perception of a company, its products, its people, and its services whenever they have contacted either directly or indirectly.  Each one of these ‘Moments of Truth’ is your opportunity to affect the impression and perception your customer has of your business.

The challenge for any company is to manage these Moments of Truth so that the perceptions are positive. Get it right and you have loyal customers for life who will recommend you to friends, family, and business contacts. Having well-trained staff that can answer the phone professionally, answer customers’ questions promptly, and exceeds customer expectations goes a long way in embedding customer loyalty.

Why should you invest in customer service training?

Customer service training improves the person-to-person connection which is required to gain loyal customers. Experienced customer service staff must thoroughly understand their potential customers’ wants and needs and simultaneously effectively communicate the benefits of the products and services their business is offering. Getting this perfect balance is critical to providing a positive customer service experience and a central return on any investment in this form of training. Other reasons for investing in this area will include customer retention, improved communication, brand consistency, and retention of top talent.

Who needs to be trained in Customer Service?

A simple answer…, “everyone in your business from the business owner to the office junior!” The key though is to ensure that different elements are included depending on the level, type, and scope of customer interaction. For example, for staff dedicated to providing technical support, their customer skills training needs to reflect and be packaged to include a high degree of product or service knowledge. For more generalist customer service call handlers, a more rudimentary programme of work will be required.

What is the duration of a customer service training course?

Typically my in-house customer service training courses last between 1 – 2 days depending on the client’s requirements and the skill level of those attending.
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What my clients say about working with me:

We contacted Gary to provide Client Engagement Training. His unique style of engaging staff in the interactive workshops proved to be both stimulating and inspirational”.
Michelle Peel – Co-founder, Complete Community Care

What needs to be included in Customer Service Training courses?

Some of the basic building blocks of customer service training are included below:

  • Understanding your customer
  • Identifying customer needs and expectations
  • Key elements of good customer service
  • Setting and maintaining standards
  • How to make a great first impression
  • Verbal and non-verbal communication
  • Developing effective listening skills
  • Questioning skills
  • Understanding causes of dissatisfaction
  • Handling unhappy customers
  • Recognising customer reactions
  • Time management

These are by no means exhaustive and are tailored to meet the individual needs of the business.
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My In-house customer service training courses include:

  • Introduction to customer service
  • Customer Service with integrity and emotional intelligence
  • Telephone Customer Service
  • Dealing with difficult customers
  • Helpdesk Customer Service
  • Stress Management
  • Customer Service selling skills

Your Investment

From £250.00 which includes writing and preparation of the session, delivery, and post-course handouts. We start by understanding how you currently service your clients and then identifying the areas which are preventing client retention. Some of the topics we cover are ‘understanding customer service integrity’, ‘How moments of truth impact the customer journey, ‘the importance of taking ownership’ ‘how to use the telephone to speak to customers confidently’, and ‘how to handle an unhappy customer’ to name just a few. Also available are bespoke customer service training courses designed for your business, your sector, and the customers you service.
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About Gary Morgan

  • Gary has over 35 years of sales experience
  • Gary is an International Sales Trainer and Coach
  • Gary is a Certified Emotional Intelligence Practitioner
  • Gary is the Author of ‘Telephone Selling with Integrity’
  • Gary has 50 five star Google Reviews
  • Gary is the host of ‘Your path to purpose’ podcast

Gary’s passion is people and fulfilling the potential that lies within them to drive sales growth. Integrity and emotional intelligence are critical to everything he does, and it’s that focus that he works tirelessly to transfer to the clients and individuals he works with.

With a career spanning over 35 years, his experience has been built working at organisations such as Yellow Pages (when it was a great big book), BT, and Domestic & General to name just a few. He uses all the experience he gained from these large organisations to provide insightful and interactive sales training workshops focused on enabling individuals to use their emotional intelligence to sell with integrity.

He has developed the skills and understanding to rapidly identify training needs and then apply tried and tested coaching which aligns with both the commercial objectives and purpose of the organisation and the motivation, purpose, and potential of the individual.

He set up Gary Morgan Coaching 14 years ago and since then he has trained and coached hundreds of sales teams and taken them from average to outstanding. The truth is the performance of your sales team rests on the level of their emotional intelligence.

Why not get in touch today?

Simply click the button below to get in touch today and find out how I can help you.

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