CRG Training and Consultancy
CRG Training and Consultancy

Developing you to where you want to be and beyond

Customer Service & Shared Services


At CRG Training and Consultancy, we believe that customer service underpins the internal and external effectiveness of a business and is key for success.


We are delighted that our work in this area has been recognised by the judging panel in the 2010 Training Journal Awards.

Did you Know?

Harvard Business Review reports that if you can prevent 5% of your customers from leaving you, you can increase your bottom line profit by 25-95%. 


Considering their report also found that 82% of customers go somewhere else due to a customer service issue and 68% of customers vote with their feet due to poor or indifferent service, ensuring your staff provide excellent customer service is a must have.


CRG can help, so contact us for your free, no obligation, initial consultation.

Below are some of the ways we can help you to improve the Customer Service skills in your business:


Training Journal Awards


Creating Customer Service Excellence

We will work with you to establish what Customer Service means for your organisation and the foundations it is built on. We will work with you to design training that establishes the right mindset as well as skills and abilities.


Moving to Shared Services?

For those organisations moving to Shared Services we can design a bespoke programme to support your employees and help them make the changes you need in their knowledge, skills and behaviours to deliver in a Shared Services environment.


Creating Your Customer Service Skills Training Programme:


Below is a list of topics that often feature in Customer Service Training we design and can be used to discuss your training needs with us along with any industry or role specific elements required.

  • What is Customer Service?
  • Customer Service Model
  • Creating Customer Service Excellence
  • Working in a Customer Focused Environment
  • Meeting and Greeting Customers
  • Creating the Right Impression
  • Understanding My Impact on the Customer
  • Managing Customer Expectations
  • Positive Language
  • Listening Skills
  • Questioning Skills
  • Attitude and Behaviour
  • Dealing with Difficult Customers
  • Dealing with Difficult Situations
  • Empathy
  • Building Rapport
  • Telephony Skills
  • Face to Face Customer Service Skills
  • Dealing with Customers in Writing and by Email
  • Understanding Customer Needs
  • Dealing with Customer Complaints


We offer on the job coaching to support the training. We can also help you establish coaching skills within the business area to strengthen your approach to Customer Service and maintain the required knowledge, skills and attitude.


Alternatively if you would like to develop your managers to be able to coach their people then click here to find out about our coaching skills programmes.



Right at the start of the project we will be focused on the performance levels you want to achieve. We will work with you to establish methods of measuring and monitoring the Customer Service you are providing, designing tailored tools where required.


If you want to create customer loyalty, receive compliments, and ultimately improve your business success through great customer service why not contact us and see how we can help.

CRG Customer Service Model

Our customer service model explores the two dynamics needed in any business for excellent customer service:


The Right Information

The Right Way


Whether you provide customer service over the phone, in writing or face to face our model can help you and your employees explore what makes great customer service in your business. It enables you to evaluate the customer service you currently provide and its likely impact on your customers. We can then work with you and your employees to elevate your customer service to where you really want it to be .....and beyond.

Shared Services

We have experience and expertise in working with companies who are moving to a Shared Services model. We can help you move to a successful Shared Service by providing training and coaching support. We can help your employees understand the transition required for Shared Services, understand the impact of change and develop specific skills and behaviours that will deliver Customer Service Excellence.


To read one of our recent Shared Services Case Studies, click here or here.

Sample Course: Customer Communication 1 Day Workshop


Whether you are new to customer service or more established in the role this highly interactive workshop offers tools and techniques to improve both external and internal customer communication in order to provide an excellent customer experience.


Customer Communication Workshop Content

On the course delegates use the CRG Customer Service Model to find out what customers really want and discover how to build an emotional bank with customers that creates loyalty and return business. Face to face, written and telephone communication are covered in the course along with listening skills, questioning skills and how to use positive language to great effect.


Delegates have the opportunity to apply their new skills to what they do in their role and create a personalised action plan and desk prompt to take away.


If you like the look of this course, contact us to ask about delivering it in your business. If you would prefer to have a tailor made customer communication or customer service course contact us to discuss your requirements. We offer a free, no obligation initial discussion.


To see more about this course, download the Customer Communication Workshop Profile below.


Customer Communication Workshop
Customer Communication Course Flyer.pdf
Adobe Acrobat document [452.2 KB]

Case Studies

To see more details of our customer service projects and our clients feedback click here to visit our projects page.

CRG Training and Consultancy

29 Norwich Road



NR16 1DD

Phone: 01508 539908


Email: enquiries@


VAT registered:

VAT No. 991 7406 87

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