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Customer Service Essentials From £1450 + VAT - In-House up to 15 seats included In this module we will take you through the essentials for great Customer Service covering a broad range, from fundamentals to absolute excellence. This module is hugely impactful to those providing Customer Service at the front line and team leaders/managers responsible for such.
After completing this training, your team will be equipped with everything they need to come back into your organisation and put in place some best practice approaches to elevate your Customer Service provision. |
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Customer Service Soft Skills From £1450 + VAT - In-House up to 15 seats included Being quick and providing the right answers is great but how your customers feel about your organisation after a Customer Service interaction is arguably more important.
This module will take you through everything you need to know to ensure your Customer Service provision is hitting the right note with your customers. Designed for front line Customer Service staff but also extremely beneficial for team leaders and managers. |
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Dealing with Difficult Customers From £1450 + VAT - In-House up to 15 seats included This dedicated Customer Service module will provide you with everything you need to ensure you and your organisation can effectively support difficult customers. You will return to the office with some key approaches to implement and ultimately provide a greater experience for your team and your customers. This course is ideal for front line staff, team leaders and managers.
After completing this half-day training, your team will be equipped with everything they need to come back into your organisation and put in place some best practice approaches to enhance the way you handle difficult customers to build advocacy and trust. |
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Building your VOC & Customer Intelligence From £1450 + VAT - In-House up to 15 seats included In this session we will explore how you can listen, learn and act upon your data to enable a continuous improvement mindset. We look at sources of data, measurement and metrics and the key features of a great ‘Voice of the Customer’ (VOC) programme.
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Building your CX Strategy From £1450 + VAT - Delivered in house In this session we will deep dive into your company’s Values, Vision and Goals whilst seeking to build your bespoke Customer Experience Strategy.
We look into the key features of a great CX strategy and the most important tactical and operational elements to support this. |
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Customer Engagement & Experience From £1450 + VAT - In-House up to 15 seats included In this module we delve into why Customer Engagement is vital and some key strategies for building greater engagement with your customers.
We also cover the broader context of Customer Experience and how this differs from Customer Service. Ideally suited to Heads and above but will also have relevance at a manager level. |
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Measuring Customer Satisfaction From £1450 + VAT - In-House up to 15 seats included In this module we will cover the topic of Customer Satisfaction, why it is important and different ways to measure the experience across different channels.
If you are responsible for Customer Satisfaction within your company this course is a must. After completing this half-day training, your team will be equipped with everything they need to come back into your organisation and implement your approach to measuring Customer Satisfaction. |
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Personas and Journey Mapping From £1450 + VAT - In-House up to 15 seats included In this session we will drill down on Personas and Journey Maps illustrating how they help build a continuous improvement mindset.
A very hands-on workshop with attendees putting the theory into immediate practice. Ideal for both beginners and those who have some experience of both Journey Maps and Personas. |
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How to Delight Customers From £1450 + VAT - In-House up to 15 seats included Just delivering rapid service with accurate answers is not enough, neither is providing a satisfactory service. To build advocacy and trust from your customers you need to delight and surprise them.
In this module we outline how your company can move from satisfactory service provision to delightful experiences resulting in positive recommendations, referrals and repeat business. Ideally designed for Heads and Directors who are looking for a new direction for their Customer Service approach. After completion you will be equipped with everything needed to implement an invigorated approach to Customer Delight. |
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Digital Customer Service From £800 + VAT - Numerous dates running This specialist module will take you through everything you need to know to provide effective Digital Customer Service (DCS) to your customers. Includes elements of Digital Customer Experience (DCX).
Ideal for mid to senior operational management looking to implement or improve their DCS offering. VAT - In-House up to 15 seats included |
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Professional Experience
Professional Experience
James Hay Partnership & Nucleus - Head of Customer Experience & Insight
Just Group - Senior CX Strategy Consultant
RSA Group - Claims Transformation Programme Manager
James Hay Partnership & Nucleus - Head of Customer Experience & Insight
- Designed and implemented a comprehensive customer journey mapping programme, identifying pain points and delivering seamless, value-focused improvements.
- Conducted workshops and training sessions to align teams with customer-centric objectives, promoting internal collaboration and operational excellence.
- Pioneered the integration of customer vulnerability considerations into day-to-day operations, ensuring compliance with FCA guidelines and improved support for vulnerable customers.
- Established a customer-first culture by developing a framework to monitor and improve key touchpoints across the customer lifecycle.
- Introduced tools to enhance feedback mechanisms, enabling real-time adjustments to address customer needs effectively.
Just Group - Senior CX Strategy Consultant
- Led the strategic overhaul of customer journeys, using insights from stakeholder feedback and customer communities to design future-focused CX models.
- Delivered tailored training sessions to empower teams to understand and action CX insights, resulting in measurable improvements in customer satisfaction and loyalty.
RSA Group - Claims Transformation Programme Manager
- Spearheaded the transformation of RSA's claims handling process, focusing on customer pain points and simplifying the claims journey.
- Collaborated across functions to deliver training and embed a customer-centric mindset in operations.
Key Skills & Contributions
- Customer-Centric Culture: Proactively instilled customer-first values across organisations, promoting collaboration and operational alignment with regulatory expectations.
- Customer Journey Mapping: Developed and implemented journey mapping frameworks to optimise customer experiences and achieve measurable business outcomes.
- Workshops and Training: Designed and facilitated interactive sessions to foster organisational alignment and upskill teams in delivering exceptional customer outcomes.
- CX Transformation: Led large-scale cultural shifts to embed customer-centric thinking, ensuring compliance with Consumer Duty requirements while enhancing customer satisfaction.
James' Approach
James is passionate about creating practical, sustainable customer experience transformations that resonate with both customers and employees. By blending strategic vision with hands-on execution, he helps organisations build CX cultures that deliver lasting value
Professional Experience
Christopher has advised and supported many clients striving to put customer led thinking at the core of their business. Some of these brands include Syngenta, UCL, PlayStation, Visa, Hyperoptics, Direct Line, SSE, Tesco Bank, npower and Skanska.
While supporting these clients, Christopher carried out the following:
While supporting these clients, Christopher carried out the following:
- Helped clients drive greater value from effective customer experience strategies and activities.
- Developed effective customer experience strategies with all levels of stakeholders, typically working with blue chip international brands.
- Helped clients to achieve sustainable profits through accountable customer experience management.
- Employed a proven suite of CX activities which drive committed and content customers to deliver commercial success of our clients.
- Created BEX (Brand Experience Platform) which enables all areas of the business to understand, engage and actively deliver brand differentiating customer experience.
- Ran customer insight programmes including undertaking fieldwork, analysis and managing VoC programmes and customer panels for clients.
- Facilitated and managed development of output through to strategic business tool for customer journey mapping workshops with novices and advanced practitioners.
- Structured and ran employee engagement programmes across front and back office colleagues. Covered customer engagement, customer experience engagement and brand strategy buy in.
- Worked with clients to interpret and employ the advanced CX measurement EXQ (measures SoC achieved through profitable customer behaviour change achieved from CX).
Key Skills & Contributions
- Customer Experience Programmes design and delivery
- Customer-culture transformation programmes
- Customer Insight and Optimisation
- CX Service Design
- Customer Value Proposition design and delivery
- VoC pitch search and selection
- Customer segmentation and persona development
- Drive Customer Acquisition and Retention strategies
- Customer Journey Mapping programme design
- Translating under utilised customer insight into commercially viable marketing assets
- Customer experience mentoring.
Christopher’s Approach
Christopher’s approach in helping organisations improve their outcomes through customer-world led thinking always entails looking to the outcome as the goal rather than the challenge to overcome or fix.
With this in mind he helps brands attract and retain committed and content customers. He is committed to great CX practice which creates betterment for all involved; customers, employees, communities, society and shareholders.
With this in mind he helps brands attract and retain committed and content customers. He is committed to great CX practice which creates betterment for all involved; customers, employees, communities, society and shareholders.
We believe that every business needs to listen to its customers. That's why we'll help you establish a Customer Voice program that gathers valuable feedback and insights, and shows your customers that you value their opinions.
Giving customers a voice is essential for creating a customer-centric culture that prioritises customer feedback and responds to their needs. We can help you to: -
We also offer separate survey design and implementation services. We can design, send and analyse results using our state of the art technology
Giving customers a voice is essential for creating a customer-centric culture that prioritises customer feedback and responds to their needs. We can help you to: -
- Develop effective customer feedback programs that collect and analyse customer feedback
- Utilise customer feedback to identify areas for improvement and adjust their strategies accordingly
- Create customer feedback systems that are transparent and responsive to customers' needs
We also offer separate survey design and implementation services. We can design, send and analyse results using our state of the art technology
Building strong Customer Relationships is another key to success. We'll show you how to foster relationships that keep customers coming back, and help you turn those relationships into brand advocates who spread the word about your business.
We take a Customer Success approach to create enhanced relationships with your customers to ensure they are getting maximum value from your products and services while recognising key milestones of the relationship to build trust and advocacy for your business. We can help you to: -
We take a Customer Success approach to create enhanced relationships with your customers to ensure they are getting maximum value from your products and services while recognising key milestones of the relationship to build trust and advocacy for your business. We can help you to: -
- Develop customer engagement and retention programs that reward and incentivize customers
- Utilise customer feedback to identify areas for improvement and adjust their relationship strategy accordingly
- Foster a customer-centric culture that prioritizes the customer experience and values feedback
We believe that exceptional Customer Service is a cornerstone of any successful business. That's why we offer customised training and consultancy services to help your team deliver top-notch service at every touchpoint.
We can take a deep dive into your current operation and offer expert advice and guidance on how to improve. This will cover all aspects of your operation including systems, process, self-help capability, automations, dealing with complaints, measurement and KPIs with an underlying theme to reduce incoming volumes through self-service and continuous improvement.
We can take a deep dive into your current operation and offer expert advice and guidance on how to improve. This will cover all aspects of your operation including systems, process, self-help capability, automations, dealing with complaints, measurement and KPIs with an underlying theme to reduce incoming volumes through self-service and continuous improvement.
A positive Customer Experience is essential for customer retention and acquisition. We help businesses to understand their customers' journeys and optimise every touchpoint to create a seamless and enjoyable customer experience.
We can help tailor your Customer Experience strategy, align with company values and drive a customer centric and continuous culture throughout all areas of your business resulting in greater revenue, retention and recommendations for your business.
We can help you to: -
We can help tailor your Customer Experience strategy, align with company values and drive a customer centric and continuous culture throughout all areas of your business resulting in greater revenue, retention and recommendations for your business.
We can help you to: -
- Increase Customer loyalty and retention
- Create positive brand reputation and differentiation from competitors
- Increase revenue through repeat business and cross-selling opportunities
At Customer Start, we're dedicated to helping businesses improve their levels of Customer Centricity, why?
Research consistently shows that Customer Centric companies perform significantly better than those who do not prioritise Customer Experience, their teams and staff tend to be happier and of course Customers are too, leading to recommendations, referrals and retention.
Becoming Customer Centric does not happen overnight, it takes a sustained effort and a clear direction with executive support.
What does a Customer Centric company look like? Customer Centric companies understand the importance of Customer Experience but more than that they understand the holistic approach needed to ensure long term success. This means a focus on ensuring every part of the business is centred around the customer.
Research consistently shows that Customer Centric companies perform significantly better than those who do not prioritise Customer Experience, their teams and staff tend to be happier and of course Customers are too, leading to recommendations, referrals and retention.
Becoming Customer Centric does not happen overnight, it takes a sustained effort and a clear direction with executive support.
What does a Customer Centric company look like? Customer Centric companies understand the importance of Customer Experience but more than that they understand the holistic approach needed to ensure long term success. This means a focus on ensuring every part of the business is centred around the customer.
Read more
In this course participants will learn how to create customer journey maps and how to deliver their own journey maps sessions within their companies.
We will cover:
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
We will cover:
- Why journey maps are important for culture, employee empowerment and customer experience
- The importance of measuring Effective, Easy and Enjoyable journeys
- The key preparation steps necessary before delivering a journey mapping session
- Building journey maps in practice
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
Read More
We will cover:
- Customer Experience – what is it and why is has become essential in modern business
- An introduction to the Five Pillars of the Holistic Experience Model
- Organisational Strategy
- Leadership & Culture
- Customer Intelligence
- Employee Experience
- Service Experience
- An introduction to the three E’s – Effective, Easy and Enjoyable
- Customer Psychology – understanding every customers key drivers
- How to start your journey toward customer centricity
CX Essentials: An Introduction to Customer Experience
In this session you will learn the fundamentals of customer experience based on the ‘Holistic Experience Model’, developed and delivered by a globally renowned expert.
We will cover:
- Customer Experience – what is it and why is has become essential in modern business
- An introduction to the Five Pillars of the Holistic Experience Model
- Organisational Strategy
- Leadership & Culture
- Customer Intelligence
- Employee Experience
- Service Experience
- An introduction to the three E’s – Effective, Easy and Enjoyable
- Customer Psychology – understanding every customers key drivers
- How to start your journey toward customer centricity
Key Take Home: At the end of this session you will have developed a greater understanding in the key concepts of Customer Experience which you can take back to your organisation and immediately start building your approach.
CX Essentials - Journey Mapping
Journey Maps are a key tool to help your organisation improve the customer experience and build a customer centric culture though developing a greater understanding and empathy for what it feels like to be a customer of your company today
In this course participants will learn how to create customer journey maps and how to deliver their own journey maps sessions within their companies.
We will cover:
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
In this course participants will learn how to create customer journey maps and how to deliver their own journey maps sessions within their companies.
We will cover:
- Why journey maps are important for culture, employee empowerment and customer experience
- The importance of measuring Effective, Easy and Enjoyable journeys
- The key preparation steps necessary before delivering a journey mapping session
- Building journey maps in practice
Key Take Home: At the end of this session you will have developed at least one journey map for your organisation and be in a position to develop more with your own team
CX Essentials - Voice of the Customer
In this session participants will learn about building an effective Voice of the Customer (VOC) programme; Listen – Learn – Act – Repeat
We will cover:
Key Take Home: At the end of this session you will have developed a greater understanding of the importance and key topics for a successful VOC programme which you can take back to your organisation and immediately start building your approach.
We will cover:
- Why we should listen to customers (Trust and Advocacy)
- Key elements of a VOC programme (It’s more than sending surveys!)
- Goodhearts Law
- Understanding the focus on Effective, Easy and Enjoyable interactions
- Measures and Metrics (NPS, Customer Effort Score, CSAT)
- Closing the loop (Customer Engagement)
Key Take Home: At the end of this session you will have developed a greater understanding of the importance and key topics for a successful VOC programme which you can take back to your organisation and immediately start building your approach.
HOW HUMAN PSYCHOLOGY IMPACTS CUSTOMER EXPERIENCE
In this session you will learn how a greater understanding of how your customers feel can help you improve the customer experience.
We will cover:
2. The key Cognitive Biases and heuristics such as:-
3. How a greater customer understanding can help create better experiences
Key Take Home: By the end of this session you will have gained a greater understanding of some of the key cognitive features that can affect the customer experience which you can take back to your organisation to help identify immediate improvements.
We will cover:
- The human input/output system
- Senses
- Customer Experiences
- The subconscious impact
- Perceptions, behaviour and attitudes
2. The key Cognitive Biases and heuristics such as:-
- Cognitive Dissonance
- Recency Bias
- Confirmation Bias and Echo Rooms
- Anchor Bias
- Peak End Rule
3. How a greater customer understanding can help create better experiences
Key Take Home: By the end of this session you will have gained a greater understanding of some of the key cognitive features that can affect the customer experience which you can take back to your organisation to help identify immediate improvements.
CX Essentials – Building a Customer Centric Culture
CX Essentials Servant and Customer Centric Leadership
CX Essentials - Building your CX Strategy
CX Essentials – Metrics and Measurement
CX Essentials – Complaints And Dealing With Difficult Customers
CX Essentials – Customer Service
Consultancy
Training
Our Model
We provide training and workshops in addition to consultancy work.
These are always bespoke to your business
All that really matters is how your customers feel at each stage of their journey with you. You can decide if this builds trust and advocacy through a defined and designed experience.
Our Model
What is Customer Centricity?Customer centricity is in the DNA of our organisation |
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Customer centricity means that the focus of your entire company is strategically aligned around the customer and their experience. This requires that organisations build a greater understanding of customers, their feelings and needs. Through understanding customers, organisations can build more effective and innovative services that set them apart from their competition.
True customer centricity however requires a more holistic approach for your business from how you lead, your culture, employee experience and how you listen and learn from your customers. A customer centric mindset needs to exist throughout the DNA of your business in order to realise the potential. You can read more about our 'Holistic Experience Model' below.
How can Customer Start help?
Training
Consultancy
Keynote
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Do your customers feel truly valued? Customer Start can help you on your journey to greater customer centricity, happier customers and improved financial performance
Did you know?Customer centric companies are more successful than their counterparts. |
Source: Qualtrics
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Happy Customers enable companies to grow and thrive. By delivering amazing experiences you are showing your customers that you value them. Customer Start can help your company become more customer centric.