Customer Experience

Customer Experience Training

Taking customers from deflated to elated…

Customers’ expectations are changing, and value is the key priority. Never before have customers been so empowered, meaning businesses must understand and deliver their needs in new ways.


The economic climate is putting pressure on price and the perception of value, so consumers are adjusting their spending habits as a result.


To be successful in this environment, organisations must serve their customers in a way that feels effortless, personalised, empathetic, ethical, and human.


With customers becoming harder to retain and with shorter tenure comes a drop in lifetime value, and less forgiveness for the mistakes companies make. 

Customer Experience Training

Taking customers from deflated to elated…

Customers’ expectations are changing, and value is the key priority. Never before have customers been so empowered, meaning businesses must understand and deliver their needs in new ways.


The economic climate is putting pressure on price and the perception of value, so consumers are adjusting their spending habits as a result.


To be successful in this environment, organisations must serve their customers in a way that feels effortless, personalised, empathetic, ethical, and human.


With customers becoming harder to retain and with shorter tenure comes a drop in lifetime value, and less forgiveness for the mistakes companies make. 

Customer Experience Training

Taking customers from deflated to elated…

Customers’ expectations are changing, and value is the key priority. Never before have customers been so empowered, meaning businesses must understand and deliver their needs in new ways.


The economic climate is putting pressure on price and the perception of value, so consumers are adjusting their spending habits as a result.


To be successful in this environment, organisations must serve their customers in a way that feels effortless, personalised, empathetic, ethical, and human.


With customers becoming harder to retain and with shorter tenure comes a drop in lifetime value, and less forgiveness for the mistakes companies make. 

The good news.

Customers are more than willing to pay a premium for brands that deliver. Great brands are differentiating themselves using technology and the human touch – demonstrated by empathy, kindness, ease, and care.


In a world where customers can buy almost anything with three clicks, research almost anything, and broadcast their opinions about a brand within seconds, brilliant human-to-human service has never been more important.


In an era when companies see online support as a way of reducing ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: Building human-centric customer service through great people and clever technology.

  • Click here to read more


    Great companies remember that they are in the business of people.  


    Two things matter:


    1. Getting your customer journey and processes right are critical – a frictionless service is important. Hunt down the things that make it hard to do business with you – and fast. 


    2. The most important part though, is how you make customers feel along that journey:


    Do you make it feel human? 

    Do you share that you care?


    It is hard to control customers’ previous experience and perception of your brand – but you can control how you make them feel through the conversations you have. 


    This is where we come in.

The good news. 

Customers are more than willing to pay a premium for brands that deliver. Great brands are differentiating themselves using technology and the human touch – demonstrated by empathy, kindness, ease, and care.


In a world where customers can buy almost anything with three clicks, research almost anything, and broadcast their opinions about a brand within seconds, brilliant human-to-human service has never been more important.


In an era when companies see online support as a way of reducing ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: Building human-centric customer service through great people and clever technology.

The good news. 

Customers are more than willing to pay a premium for brands that deliver. Great brands are differentiating themselves using technology and the human touch – demonstrated by empathy, kindness, ease, and care.


In a world where customers can buy almost anything with three clicks, research almost anything, and broadcast their opinions about a brand within seconds, brilliant human-to-human service has never been more important.


In an era when companies see online support as a way of reducing ‘costly’ interactions with their customers, it’s time to consider an entirely different approach: Building human-centric customer service through great people and clever technology.

Great companies remember that they are in the business of people. 

Two things matter:


1. Getting your customer journey and processes right are critical – a frictionless service is important.        Hunt down the things that make it hard to do business with you – and fast.


2. The most important part though, is how you make customers feel along that journey:

  • Do you make it feel human?
  • Do you share that you care?


It is hard to control customers’ previous experience and perception of your brand – but you can control how you make them feel through the conversations you have. This is where we come in.


Great companies remember that they are in the business of people. 

Two things matter:


1. Getting your customer journey and processes right are critical – a frictionless service is important.        Hunt down the things that make it hard to do business with you – and fast.


2. The most important part though, is how you make customers feel along that journey:

  • Do you make it feel human?
  • Do you share that you care?


It is hard to control customers’ previous experience and perception of your brand – but you can control how you make them feel through the conversations you have. This is where we come in.


UK service is broken.

92% of customers have left a business because of poor customer service.

UK service is broken.

92% of customers have left a business because of poor customer service.

UK service is broken.

92% of customers have left a business because of poor customer service.

What we do

Here's our approach to transforming your customer experience...

1. Cultivate a team climate of brilliant buying experiences

  • Click here to read more


    It’s all good talking about delivering a great customer experience. Does your organisation create a climate where ‘customer’ is truly at the heart of what you do? 



    Climate is like the mood of the team, whereas culture is the personality. We know people care more about the team they work in than the company they work for. So, we look at your customer teams. How are they led? What is the prevailing mindset of those dealing with your customers? The best customer service comes from teams who truly do think customer.  


2. Shift and reframe mindsets

  • Click here to read more


    How people think, directly impacts how they feel and behave. We know that team climates do not change unless people do but change is difficult. So how do we get people to do less of the bad stuff and more of the good? The answer lies in thinking about thinking. 


    Results come from changing people’s thoughts, which in turn impacts how they behave and how others experience them. How can you expect a customer service agent to deliver great service if their mindset is fixated on the process? A critical part of thinking customer is empathising with them too. 


3. Understand the high-performer skill blueprint

  • Click here to read more


    Great service is delivered by highly skilled people. We know what customers want and ensure your team understand and master these skills. This is particularly important with the rise of technology. Human skills augment AI and vice versa. We work with you to perfectly balance your approach.


    …We deliver measurable results by creating the perfect balance of will and skill.

What we do

Here's our approach to transforming your customer experience...

1. Cultivate a team climate of brilliant buying experiences

  • Read more


    It’s all good talking about delivering a great customer experience. Does your organisation create a climate where ‘customer’ is truly at the heart of what you do? 


    Climate is like the mood of the team, whereas culture is the personality. We know people care more about the team they work in than the company they work for. So, we look at your customer teams. How are they led? What is the prevailing mindset of those dealing with your customers? The best customer service comes from teams who truly do think customer.  


2. Shift and reframe mindsets

  • Read more


    How people think, directly impacts how they feel and behave. We know that team climates do not change unless people do but change is difficult. So how do we get people to do less of the bad stuff and more of the good? The answer lies in thinking about thinking. 


    Results come from changing people’s thoughts, which in turn impacts how they behave and how others experience them. How can you expect a customer service agent to deliver great service if their mindset is fixated on the process? A critical part of thinking customer is empathising with them too. 


3. Understand the high-performer skill blueprint 

  • Read more


    Great service is delivered by highly skilled people. We know what customers want and ensure your team understand and master these skills. This is particularly important with the rise of technology. Human skills augment AI and vice versa. We work with you to perfectly balance your approach.


    …We deliver measurable results by creating the perfect balance of will and skill.


What we do

Here's our approach to transforming your customer experience...

1. Cultivate a team climate of brilliant buying experiences

  • Read more


    It’s all good talking about delivering a great customer experience. Does your organisation create a climate where ‘customer’ is truly at the heart of what you do? 


    Climate is like the mood of the team, whereas culture is the personality. We know people care more about the team they work in than the company they work for. So, we look at your customer teams. How are they led? What is the prevailing mindset of those dealing with your customers? The best customer service comes from teams who truly do think customer.  


2. Shift and reframe mindsets

  • Read more


    How people think, directly impacts how they feel and behave. We know that team climates do not change unless people do but change is difficult. So how do we get people to do less of the bad stuff and more of the good? The answer lies in thinking about thinking. 


    Results come from changing people’s thoughts, which in turn impacts how they behave and how others experience them. How can you expect a customer service agent to deliver great service if their mindset is fixated on the process? A critical part of thinking customer is empathising with them too. 


3. Understand the high-performer skill blueprint     

  • Read more


    Great service is delivered by highly skilled people. We know what customers want and ensure your team understand and master these skills. This is particularly important with the rise of technology. Human skills augment AI and vice versa. We work with you to perfectly balance your approach.


    …We deliver measurable results by creating the perfect balance of will and skill.


How we do it

And here's our proven three stage approach for making change happen:

Formulate

We are forensic when it comes to finding the winning approach for you. Our discovery phase gives us insight into what is working well and what’s not working for your business. We pinpoint the differentiating capabilities that will shift your performance, disrupt your thinking, and identify ROI opportunities.

Elevate

If you want Customer Experience training that delves into boring theory, complex psychobabble and death by PowerPoint, Elev-8 really isn't the partner for you. If however, you want to work in true partnership with a team whose mission is to deliver effective learning that drives sustainable results, we’re waiting for your call.

Accelerate

At its simplest level, it is human behaviour that drives results. If you need to improve results, you need to change what people are doing. For us, learning goes way beyond the classroom. The magic happens back in the live environment, with the support of peers and colleagues, in a genuine team climate focused on growth. 

How we do it

And here's our proven three stage approach for making change happen:

Formulate

We are forensic when it comes to finding the winning approach for you. Our discovery phase gives us insight into what is working well and what’s not working for your business. We pinpoint the differentiating capabilities that will shift your performance, disrupt your thinking, and identify ROI opportunities.

Elevate

If you want Customer Experience training that delves into boring theory, complex psychobabble and death by PowerPoint, Elev-8 really isn't the partner for you. If however, you want to work in true partnership with a team whose mission is to deliver effective learning that drives sustainable results, we’re waiting for your call.

Accelerate

At its simplest level, it is human behaviour that drives results. If you need to improve results, you need to change what people are doing. For us, learning goes way beyond the classroom. The magic happens back in the live environment, with the support of peers and colleagues, in a genuine team climate focused on growth. 

How we do it

And here's our proven three stage approach for making change happen:

Formulate

We are forensic when it comes to finding the winning approach for you. Our discovery phase gives us insight into what is working well and what’s not working for your business. We pinpoint the differentiating capabilities that will shift your performance, disrupt your thinking, and identify ROI opportunities.

Elevate

If you want Customer Experience training that delves into boring theory, complex psychobabble and death by PowerPoint, Elev-8 really isn't the partner for you. If however, you want to work in true partnership with a team whose mission is to deliver effective learning that drives sustainable results, we’re waiting for your call.

Accelerate

At its simplest level, it is human behaviour that drives results. If you need to improve results, you need to change what people are doing. For us, learning goes way beyond the classroom. The magic happens back in the live environment, with the support of peers and colleagues, in a genuine team climate focused on growth. 

Our delivery modalities for engaging learning experiences

Face-to-face

Engaging, pragmatic learning sessions focused on creating a mindset shift and learning new skills delivered by world-class facilitators. We balance fun and creativity with challenge and support, so delegates leave with skills they can apply immediately back in the workplace.

Virtual

Delivered in bite-sized chunks, our virtual learning is blended, multi-media and highly interactive. We ensure delegates get involved and have the opportunity for more in-depth exploration of key topics. Pre and post-work sustain the learning beyond the virtual session too.

Digital

We design bespoke digital interventions that help embed the shift in behaviour resulting from our face-to-face and virtual sessions. We build unique digital learning content, beautifully wrapped with physical toolkits that can be deployed by us or through your own platform.

Our delivery modalities for engaging learning experiences


Face-to-face

Engaging, pragmatic learning sessions focused on creating a mindset shift and learning new skills delivered by world-class facilitators. We balance fun and creativity with challenge and support, so delegates leave with skills they can apply immediately back in the workplace.

Virtual

Delivered in bite-sized chunks, our virtual learning is blended, multi-media and highly interactive. We ensure delegates get involved and have the opportunity for more in-depth exploration of key topics. Pre and post-work sustain the learning beyond the virtual session too.

Digital

We design bespoke digital interventions that help embed the shift in behaviour resulting from our face-to-face and virtual sessions. We build unique digital learning content, beautifully wrapped with physical toolkits that can be deployed by us or through your own platform.

 

Our delivery modalities for engaging learning experiences


Face-to-face

Engaging, pragmatic learning sessions focused on creating a mindset shift and learning new skills delivered by world-class facilitators. We balance fun and creativity with challenge and support, so delegates leave with skills they can apply immediately back in the workplace.

Virtual

Delivered in bite-sized chunks, our virtual learning is blended, multi-media and highly interactive. We ensure delegates get involved and have the opportunity for more in-depth exploration of key topics. Pre and post-work sustain the learning beyond the virtual session too.

Digital

We design bespoke digital interventions that help embed the shift in behaviour resulting from our face-to-face and virtual sessions. We build unique digital learning content, beautifully wrapped with physical toolkits that can be deployed by us or through your own platform.

 

Taking customer experience from good to extraordinary

MHBS wanted to ensure their brokers had a best in class CX experience. We helped them achieve it. 

Read case study

Taking customer experience from good to extraordinary

MHBS wanted to ensure their brokers had a best in class CX experience. We helped them achieve it. 

Read case study

Taking customer experience from good to extraordinary

MHBS wanted to ensure their brokers had a best in class CX experience. We helped them achieve it. 



Read case study
quotesArtboard 1 copy 2

Best customer experience training I’ve had in 35 years.

Senior Leader

Market Harborough Building Society


quotesArtboard 1 copy 2

Best customer experience training I’ve had in 35 years.

Senior Leader

Market Harborough Building Society


quotesArtboard 1 copy 2

Best customer experience training I’ve had in 35 years.

Senior Leader

Market Harborough Building Society


Enter Elev-8.


At Elev-8 Performance, we are expert in transforming customer service and the human experience (regardless of channel) through great Customer Experience training.

 

If you’d like to find out how we can help your organisation, arrange a call-back or email us. 

Get in touch.

We can help.

Click here to get in touch

Enter Elev-8.


At Elev-8 Performance, we are expert in transforming customer service and the human experience (regardless of channel) through great Customer Experience training.

 

If you’d like to find out how we can help your organisation, arrange a call-back or email us. 

Get in touch.

We can help.

Click here to get in touch

Enter Elev-8.


At Elev-8 Performance, we are expert in transforming customer service and the human experience (regardless of channel) through great Customer Experience training.

 

If you’d like to find out how we can help your organisation, arrange a call-back or email us. 






Get in touch.

We can help.

Click here to get in touch

Contact us
By phone - 0333 404 8888

Business Hours

Mon - Fri
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Sat - Sun
Closed

Address

27 Old Gloucester Street, London, England, WC1N 3AX

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