excellence in customer service programmes

"The ability to learn faster than your competitors may be the only sustainable competitive advantage."

Insight has designed and delivered an outstanding customer service skills training programme - Connect. This programme equips customer contact staff with the skills and techniques that enable them to effectively manage calls with consistently excellent standards of customer service.

Drawing on our experience in supporting award-winning contact centres, Connect offers easy-to-apply techniques that grow participant’s ability to:

  • Build rapport and empathise with underlying customer needs
  • Effectively and efficiently manage customer interactions
  • Develop the confidence to work with emotional or angry customers
  • Improve vocal techniques
  • Resolve complex customer enquiries
  • Improve personal effectiveness
  • Manage pressure
  • Sell or persuade effectively

    Core modules represent five days of delivery (seven with the optional maximising sales module) and can be delivered: as a single block of intensive development activity, as a series of one-day or half-day workshops, or as stand-alone tailored events comprising the elements from Connect which are most relevant for you.

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