CX Training
“Concerned about service gaps?
We bring your estate teams together to remove friction, strengthen loyalty, and deliver consistent service excellence.
Why Customer Experience training is important
Customers are driven by more than transactions
Understanding customer needs, emotions, and expectations is essential to delivering experiences that feel relevant and human. When teams recognise what matters most to customers, service becomes proactive rather than reactive — reducing friction and building long-term loyalty.
Great service requires skill, not guesswork
Clear communication, effective conflict resolution, and personalisation are critical to meeting rising customer expectations. Strong service delivery skills ensure issues are handled confidently, relationships are protected, and service feels consistent across the estate.
Experience is shaped by people, not processes alone
Customer experience is delivered through everyday interactions. Self-awareness helps teams understand how their behaviours, communication style, and responses influence how customers feel — especially in moments of pressure or uncertainty.
The best experiences are continuously improved
Customer expectations evolve. Using feedback loops and customer journey mapping allows organisations to identify pain points, close service gaps, and improve experiences over time — rather than relying on assumptions or one-off fixes.
This training will help your team:
Deeper occupier relationships through clearer understanding of needs and expectations.
Teams gain a deeper understanding of occupiers’ needs, expectations, and motivations — enabling more proactive service, fewer issues, and relationships built on trust rather than transactions.
Structured complaint handling with simple, repeatable tools (e.g., HEARD).
Teams leave with simple, structured approaches such as HEARD, giving them confidence and consistency in handling complaints, resolving issues faster, and turning problems into positive service moments.
Adaptive communication: flexing style to reduce friction and improve outcomes.
Participants learn how to adapt their communication style to different people and situations, reducing friction, avoiding escalation, and improving outcomes across everyday interactions and high-pressure moments.
Values-led service culture that feels authentic and consistent.
The training aligns behaviours with organisational values, helping teams deliver service that feels authentic, consistent, and credible — no matter who the occupier interacts with.
Active listening and empathy to build trust and calm under pressure.
Through practical tools for active listening and empathy, teams gain the ability to stay calm under pressure, de-escalate concerns, and respond in ways that build trust — even when conversations are difficult.
Stronger collaboration across landlord teams and supply partners.
Participants gain a clearer understanding of how to work more effectively with landlord teams and supply partners, breaking down silos and delivering a more seamless, joined-up occupier experience.