We have developed nationally recognised accredited programmes at L3 & L5 to enrich the skills and behaviors of your leadership teams.

 

 We ensure we adjust content to ensure they align to your values & objectives.  This allows your leaders to achieve leadership certification and qualifications at a lower cost.

We design service excellence modular programmes that support effortless customer conversations.

 

We work with The National Institute of Customer Service to nationally recognise your frontline programmes.  This provides colleagues with the opportunity to achieve a national customer service qualification at a lower cost.

We design leadership diagnostic surveys to help identify your leadership teams strengths and opportunities.  This allows us to build solid foundations through capability frameworks that allow leaders to assess capability. 

 

We also offer a number of coaching options to support leaders across all levels of your organisation.

We develop learning solutions to support all customer contact channels.  This includes programmes that support call handlers, digital web chat, correspondence, home working & hybrid working.

 

Our focus is developing effortless customer contact ensuring we maximise your resource.

Our leadership masterclass offering allows leaders to access and attend learning that supports best in class change leadership.

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We focus on the impact that change has on people, performance and engagement and develop solutions to help leaders build a extensive change toolkit.

Our complaint resolution masterclasses provides advisors with the skills and confidence that develop best in class complaint handling skills. 

 

We place an emphasis on resilience, emotional intelligence and negotiation skills that enable advisors to deal with customer complaints quickly and effectively.

Leading teams in a hybrid and homeworking environment requires a different set of leadership skills.

 

To ensure organisations maintain service levels, intra day performance and colleague engagement in the we have developed a brilliant virtual leadership learning experience providing your leaders with bespoke techniques to lead hybrid and homeworking teams.

Our Sales through Service masterclasses support your teams to maximise upsell potential. 

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We focus on the science behind why customers buy products and services to provide your advisors with confidence with customers and dovetail this with the conversation skills that seal the deal.

The strength of organisations lies in it's ability to include and empower every individual everyday, because inclusion is not a challenge to be overcome but a strength to be embraced.  

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Our EDI masterclasses provide your leaders with a toolkit that supports them to build psychologically safe team environments whilst embracing the beauty of equality and diversity.

Organisations that value and focus on continuous improvement have a higher propensity to deliver business results.

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Our CI/QI masterclasses provide your leaders with best in class theories and methodologies that can be instantly used to problems solve or drive team and organisational improvements.  

A focus on colleague wellbeing has never been more as vital for orgnaisational success.  A workforce that is physically and mentally fit supports the business bottom line.

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Our Wellbeing masterclasses (including Menopause) provides your people with access to learning solutions to enable this.

A focus on quality & compliance and developing fantastic relationships with regulators is paramount to organisational success.

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Sure & Steadfast offer clients an extensive range f quality assurance support.  We can build bespoke quality frameworks, develop internal teams to deliver service excellence.

At Sure & Steadfast we love supporting organisations with their Digital strategy.

 

We support clients with all their digital needs.  We can support with the initial set up of software platforms to enable live chart or the introduction of virtual chat bot and support you with any Social Media needs.

 

We also have a fantastic live chat advisor programme that enriches the skill set of the live chat advisor making the customer service effortless.

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Creating connections with colleagues and customers is vital for organisational success.

At Sure & Steadfast we can support clients with all their personality profiling needs so that beautiful connections are created between your people and your customer or patient.

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Our team are all Insights Discovery and MBTI practitioners and on hand to support. 

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