Most organisations know their customer experience matters. Far fewer can say what it actually feels like to be their customer.
At Understood, we design and deliver customer experience training and customer service training that changes how people behave in front of customers. Not scripts. Not a service charter nobody reads. Practical, human skills people can use the same afternoon.
We tailor every session to your customers, your channels and your language. The scenarios we use are the ones your teams will recognise, because we take the time to learn them first.
People forget what you said. They remember how you made them feel.
Our approach is practical and grounded in real customer situations. People engage with it rather than sitting through it. The focus is not scripts or slogans. It is connection, confidence and judgement.
People leave with a clearer understanding of:
Every employee shapes the customer experience, including the ones who never speak to a customer. This session helps people see where they sit in the journey and what they can influence.
The training supports employees to:
Sessions run online or in person, and work well across whole organisations rather than just customer-facing teams.
Frontline teams carry your reputation in every interaction, often under pressure and often without much time. This session builds the skills to do that well, and the resilience to keep doing it.
The training supports frontline teams to:
Where it helps, we build the session around bespoke films of real customer and employee interactions, shot for your organisation. People recognise themselves in them, which is what makes the conversation honest.
Customer centricity and selling are closer than most organisations treat them. Both come down to understanding what someone needs and helping them get there. Our sales training builds on the same foundation, for teams selling to businesses and teams selling to consumers.
Where the question is bigger than a training session, our consultancy team can help – with voice of the customer, customer journey mapping, values in action and customer centricity.
We design sessions for frontline and customer-facing teams, contact centre teams, managers, and whole organisations. Most run between 90 minutes and a full day, depending on the depth you need.
Every organisation is different, so we tailor the content to your customer journey, your service standards and your internal language. Where it adds value, we film real interactions in your business and build the session around them.
Customer centricity means designing how you work around the customer’s experience rather than around internal convenience. In practice it shows up in small decisions: how a policy is worded, how quickly someone gets an answer, whether an employee feels able to use their judgement. Training helps, but it only sticks when the organisation’s decisions back it up.
Customer service is what happens when a customer contacts you. Customer experience is everything a customer feels across the whole relationship, including the parts where nobody speaks to them at all. Good service is part of good experience, but it is not the same thing.
It is the process of setting out every step a customer takes with you, then looking at what they think, feel and need at each one. It shows you where effort is high, where emotion runs hot, and where the experience quietly falls apart. We use it to work out what training is actually needed.
Most sessions run between 90 minutes and a full day. Shorter sessions work well as an introduction or a refresher. Longer sessions allow for practice and real scenario work, which is where behaviour change happens.
Yes. We tailor every session, including your customer journey, your channels, your tone of voice and the situations your teams find hardest.
Yes. Sessions run online, in person or as part of a wider blended programme.
