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Ports & Bridges

Corporate Training

Customer service training for service that holds up as you grow

As customer numbers grow, service quality depends on standards and systems as much as individual effort, so this program builds both.

Design this program for your team
Two guests reviewing a tablet in a hotel lounge while a member of staff serves coffee
For
Frontline teams, supervisors and customer experience managers
Formats
Frontline workshop, supervisor program or service system review
Led by
A practitioner who has built service operations at scale

Who it is for

The program is built for three groups

  • Frontline teams

    Working in support, branches, contact centres and field service.

  • Team leads and supervisors

    Responsible for service quality day to day.

  • Customer experience managers

    Owning service standards and metrics.

Outcomes

What participants will be able to do afterwards

Each one is measured in the report at the end of the program.

  1. Handle complaints and difficult customers to a consistent standard
  2. Apply the same service standards by phone, chat, email and in person
  3. Escalate and resolve issues within agreed timelines
  4. Use customer feedback to fix root causes as well as individual cases
  5. Track and report the service measures that matter

Built on your work

Participants work on your material, not textbook cases

Participants work with your real complaint logs, call recordings, chat transcripts and customer journeys.

How we measure it

The before-and-after we report at the end

  • First-response and resolution times
  • Repeat-complaint rate
  • Customer satisfaction scores, before and after

Who leads it

A practitioner who has built service operations at scale leads every cohort

You meet the practitioner before the program is confirmed, and they stay with your team from scoping to the final report.

Adaeze Okafor, Former Chief Operating Officer, a pan-African payments company

Adaeze Okafor

Former Chief Operating Officer, a pan-African payments company

1 → 6 countries launched

Built the operating model that took a payments business from one country to six, and from 80 to 650 people, while keeping regulators on side.

OperationsCross-border expansion
Nigeria · Ghana · Kenya

Training often reveals a larger capability gap, and when it does we can diagnose it

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Tell us who the program is for and what they need to be able to do, and we will propose a design and introduce the practitioner who would lead it.

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