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Bespoke training

Service staff who make dissatisfied customers visible, instead of keeping them away.

A shared mailbox never tells you how your customers are really doing. We train service staff in groups of 5 on working with tickets, SLA discipline and an NPS loop that also gets followed up. That way a dissatisfied customer becomes visible at the moment you can still do something about it. Two weeks of parallel support after the session on the first real NPS batch.

Schedule a session Do the Maturity scan first
What you get
  • ✓ Groups of 5 on your own tickets and SLAs
  • ✓ NPS loop and feedback cadence on paper
  • ✓ 2 weeks of parallel support on the first NPS batch
  • ✓ Workbook with ticket templates and SLA spec
Step 1 · Discovery

First we look at how the service team works now.

How do customer queries come in, how are they handled, what do you see or not see in reports. We build the training on that, not on a generic Service Hub manual.

What we ask before we schedule a session:

  • ✓ How many service staff, which channels (email, phone, chat)?
  • ✓ Which SLAs are there, and how are they measured?
  • ✓ Is there an NPS or CSAT measurement, and is it followed up?
  • ✓ Who currently spots a dissatisfied customer, and how?
  • ✓ Which behaviour really needs to be different after the training?
Step 2 · Bespoke design

Then we choose the modules that your service team needs.

A new service team has different priorities than a team that has worked with tickets for years but without a feedback loop. We build on what comes up in the intake and split into cohorts of 5 per channel or segment.

Module

Ticketing and pipelines

Creating, escalating and closing tickets. How to use ticket pipelines for different channels or customer segments without it getting messy.

Module

SLAs and routing

Setting up, measuring and monitoring SLAs. How to route tickets by type, segment or urgency. And what to do when an SLA is about to breach.

Module

NPS, CSAT and feedback

Setting up and following up a feedback loop. How to measure NPS or CSAT, who reads the responses, and how to spot churn risk before it becomes a cancellation.

Where and how

Online, on site or a combination.

Service teams often work from different places, so online sessions are often practical. A day on site helps to reset habits and build rituals together.

Online

Via Teams or Zoom, sessions of 90 to 120 minutes with screen sharing on your own Service Hub. Good for distributed and hybrid service teams.

  • Up to 12 participants per session
  • Recording plus workbook afterwards

On site

At your office, half a day or a full day. Workshop format with live practice on real tickets and case studies from your own customers.

  • Up to 15 participants per day
  • We bring practice cases

Hybrid

Kick-off on site, follow-up sessions online between normal service shifts. Plus coaching on the first real NPS report.

  • Mix of group and 1-on-1
  • Coaching between sessions
What your team can do afterwards

Service that is steerable and measurable.

Concrete actions for your service team. No vague "customer focus", but an NPS loop that holds up and an SLA that is actually measured.

✓ Create and escalate tickets correctly
✓ Read, monitor and adjust SLAs
✓ Interpret NPS and CSAT data
✓ Recognise and pass on churn signals
✓ Follow up a feedback loop to resolution
✓ Explain customer health to sales
Who delivers the training

Yoni designs, Kim trains.

For service team training you work with Yoni and Kim. Yoni builds the curriculum, Kim stands in front of the group and coaches on tickets and NPS follow-up.

Yoni Lammens

Yoni Lammens

Strategist & training architect

Does the intake and designs the curriculum. Makes sure ticketing and customer health come under one approach, instead of separate trainings.

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Kim Loonen

Kim Loonen

Consultant & trainer

Stands in front of the group, runs hands-on sessions on your own tickets and SLAs, and coaches service staff on the first real NPS loop after the training.

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Price

Our prices are bespoke.

Our services are bespoke. Many customers choose an ongoing RevOps-as-a-Service retainer in which strategy and execution come together. Schedule a call and we will make a quote for your situation.

Schedule a call for a price indication Read more about RevOps-as-a-Service →
Questions

What customers usually ask.

How long does a training session take?
Online sessions are 90 to 120 minutes. On site usually half a day. A complete service programme is 3 to 5 sessions, often followed by 4 weeks of coaching on the first NPS loop.
Does this also work if we still work from a shared mailbox?
Yes, especially then. We help with the move to HubSpot Service Hub or another ticketing tool, and in the meantime we already train on the way of working that will apply later.
Do I get materials afterwards?
Yes. A workbook with ticket templates, SLA agreements and the NPS script. Plus recordings of online sessions.
What does a service team training cost?
A single session 950 to 1,800 euro, a complete programme of 3 to 5 sessions between 4,500 and 12,000 euro depending on team size. Fixed scope price after the intake.
Can the training also be in English?
Yes. We train in Dutch or English and mix where that is useful for international service teams.
Do you only train on HubSpot Service Hub?
HubSpot Service Hub is our preference and we are a Platinum Partner. We also train on Zendesk or Freshdesk, only the hands-on depth is a bit less there.
For how many service staff does this work?
We train in groups of 5. For a team of 12 staff we therefore run 2 to 3 cohorts, split by channel (email, phone, chat) or customer segment. With small teams we bring the team lead into 1-on-1 coaching on customer health. Per cohort 2 to 3 sessions plus 2 weeks of parallel support.
What if customer success and service are two separate teams?
Then we train them together on the NPS loop and customer health, and separately on their own workflow (tickets for service, QBRs and health scores for customer success). Often both teams discover in the same session where they duplicate each other's work.

Ready to make dissatisfied customers visible before it is too late?

Schedule a short intake. We listen in, look at which modules are useful and give a fair price.

Schedule a session Do the Maturity scan