Bespoke Training ⋆ Institute of Customer Service

Whatever your customer service challenge, we’ll build a solution

Boost your organisation’s service capabilities with one of our bespoke training solutions. With nearly 30 years’ experience in delivering customer service training to some of the UK’s biggest brands, we bring a wealth of knowledge across a broad range of service themes.

We collaborate with our members, identifying their specific needs and areas for improvement. This consultative approach allows us to craft training programmes specifically designed to enhance your skills, behaviours and knowledge, helping you adopt new perspectives to make a lasting impact.

Contact your Client Development Director to discuss next steps.

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Why choose Business Bespoke:

Proven track record

As the leading independent, professional body for customer service, we’ve built a proven track record in enhancing service standards across the UK.

Tailored content

We design our training to address the specific pain points of your business, aligning our content with your industry, company culture, and customer base.

Expert facilitators

Our trainers are industry veterans who bring real-world experience and insights, delivering practical, actionable skills that can be immediately applied.

Flexible delivery

Whether onsite, online, or hybrid, we provide flexible training options that fit seamlessly into your team’s schedule and your operational demands.

Continuous support

Beyond initial training sessions, we offer ongoing support to help your team keep pace with evolving customer service trends and technologies.

Popular themes for training

Customer journey mapping

Handling complaints effectively

Building high-performing teams

Trust & customer experience

Digital engagement

Vulnerable customers

Customer metrics

Root cause analysis

Managing hybrid and remote teams

Challenging customer interactions

Recruitment & retention strategies

Service strategy development

Emotional intelligence

Effective communication

Leadership in customer service

Operational excellence

Customer satisfaction measurement

Legal and regulatory compliance

Strategy for digital transformation

Performance management and improvement

Meet our Academy trainers:

Leo Evans

Accredited Assessor & Training Consultant

Robert Lloyd-Jones

Learning and Development Consultant

Alistair Lockhart-Smith

Learning and Development Consultant

Gillian Dale

Management Qualifications Tutor

Trusted by some of the UK's biggest organisations

Testimonials from our members

The member’s challenge

Scottish Water initially struggled with customer satisfaction, which was at 60% when they began their engagement with The Institute. They aimed to significantly improve both customer satisfaction and employee engagement.

The impact

Through their collaboration with The Institute, Scottish Water has seen customer satisfaction soar to consistently 90% or more. Their employee engagement survey, ‘Your Voice,’ now boasts an 80% return rate, with engagement scores increasing from 50% to over 70% in the past five years.

The member’s challenge

IMServ encountered a challenge with low employee engagement and recognised the need to enhance their service to put themselves ahead of their competition and foster a more motivated workforce capable of providing superior CX.

The impact

The initiative focused on comprehensive training programmes and leadership development. As a result, IMServ saw a substantial increase in employee morale, which translated into higher levels of customer satisfaction, better service outcomes and a stronger service culture.