Customer Service Training

Customer service training that empowers, supports and develops the customer care heroes in your organisation.

Empowering your customer-facing teams with a set of skills to care confidently and with humanity for customers. We develop specialist, bespoke training for your customer services heroes. It’s custom-designed and delivered to empower, improve customer relationships and master conversations across all your support channels.

Customer Service Training Courses

Empowering customer care heroes with human-centered training

Customer service is evolving – and it needs a new type of customer care hero. Individuals empowered with the confidence and skills to have authentic, effective and human-to-human customer conversations. At Rubuss, we empower your teams to make this a reality.

With believe that with the right skills, confidence and support network your customer service teams can add huge value to the customer experience and your brand. Skilled teams that can effectively manage customers, adapt to new channels and support your customers along their journey.

These teams are the beating heart of your customer relationships – making or breaking customer perceptions. We train and support them so they’ve got the skills and knowledge to make every customer interaction count.

We co-design and deliver training and knowledge programmes to empower the customer care heroes in your business.

Ways to train your teams

Why people choose our customer service training

Customer service training that fits around your business, teams and customers

Training needs to fit around your business, customers and be delivered in the way that fits your teams.

That’s why we offer our training through a range of different approaches. We can train teams directly, support learning and development teams to train themselves or enrol teams in an online eLearning programme. The same great content delivered in a way that suits you.

Ready made or bespoke customer service training

We have a range of our most popular customer service courses that are ready to deploy straight away, or if you have a specific set of needs we can build a bespoke programme just for your teams. Our background in large scale customer experience improvement programmes means we can bring up-to-date best practice to our courses – enabling your customer service teams to learn from industry leaders and new approaches.

Recently, we’ve run these bespoke customer service courses:

Communication as a tool in better customer relationships: Reframing the value of communication as a tool to solve problems and improve relationships with customers. Building confidence with customer care teams to communicate more effectively with customers across email, social media, live chat and on the ‘phone.

The art of listening – active listening in customer care: How to use verbal cues and understanding the importance of listening in building better dialogue. Active listening applied to customer care teams who often don’t get to meet customers face-to-face. Designed to help reduce customer complaint escalation, improve culture intelligence and increase skills in handling customer issues.

Better writing skills for customer service: Improving written skills through understanding structure, unspoken questions and how we use language and express ourselves. Helping customer service teams improve their writing skills to use across all customer channels.

Using tone of voice effectively in customer service: Explaining tone of voice and the part it plays in verbal and written communication. How tone can change customer perceptions and behaviour. Taking brand tone of voice and making it useful for customer service teams in their day-to-day work.

Expressing complex concepts to customers: Finding ways to structure and explain complex situations to customers to get better results. Focused on customer empathy and navigating through complex situations with customers to reduce complaints and improve understanding.

How we communicate – the principles of better customer communication: The common principles and methods of communication and how each has an impact on behaviour. Focusing on how to improve customer communication across post-sales material and conversations.

Resolving complaints with customers: Understanding how conflict starts, how to diffuse it and harness its power to get resolution. Improving first contact resolution from customer complaints and reducing the chance of negative feedback from poorly managed conflict resolution.

Empathy, trust and filters – better customer relationships: The importance of focus and empathy in communication to build trust – and how filters kill trust. Teaching emotional intelligence and empathy skills to customer service teams through engaging and practical training.

Non-verbal communication in customer care: How we communicate without saying anything and how it affects the way people behave. Focusing on front-line staff who are dealing with customer queries face-to-face on a daily basis and need to understand customer behaviour better.

Reading body language and projecting: The basics of body language – being aware of one’s own and picking up cues from others. Essential skills for front-line staff managing customers. How to use non-verbal communication to create situations that enable clear, effective dialogue.

The 5 essentials to good communication for customer care teams: A summary of the five key tools for effective communication – an overview for all audiences looking to enhance their communication skills with customers and improve their verbal and written communication skills.