Natural Training Wins Customer Service Programme of the Year Award

Natural Training is celebrating their win in The National Customer Service Training Awards 2015, in the 'Customer Service Training Programme of the Year' category, for a programme developed and delivered to The Mall (Capital & Regional). Natural Training created a game changing programme, which yielded outstanding results and proven long term benefits for The Mall.

​Natural Training worked with The Mall on a 2 part programme, with a focus on providing the ultimate customer experience, while ensuring that customers also had exposure to the range of benefits that ‘Ask Me Points’ provided shoppers, such as preferential rates at certain stores. The training also had a large focus on handling difficult situations, as customers can often feel stressed and disappointed at shopping centres.

60 customer service delegates were trained, including ‘Ask Me Point’ teams, Security and cleaning staff in a customer experience transformation programme.

"We're extremely proud of this award as we know how much we enjoyed working with The Mall and how much of a difference it made to everybody who was involved in the training. Creating and delivering a training programme that you love, to a client that you love, and getting the desired results is already a joy. Now, add an Award for that, and things get ever better! Thanks to everyone who was involved in this phenomenal programme" - Matt Drought, CEO, Natural Training

Matt Drought, CEO

Preparation for the programme included interviews, mystery shopping to all sites, and thorough industry research.

Founder and CEO of Natural Training Matt Drought said that the ‘Ask Me’ representatives are passionate and caring people, with high energy levels. Therefore it was key to cater the training to suit, with scenario-based workshops including small bites of theory and practical learning where the trainers put delegates right into the moment - real challenges, in a pressured environment, to see how they would respond, pool information, share best practice, and win for the customer.

Each workshop was then supported with trainer videos reinforcing key messages, live interactive webinars, small training ‘take aways’ to keep at hand at all times, plus newsletters and group conference calls to draw out and socialise their success, with competitions and prizes.

Following the training, there was a management training session to ensure team leaders had the right tools to support and nurture the team’s development as they grew.  At the heart of the training was the psychological grounding provided by Natural Training corporate psychologist Barry Knights.

The result was an exciting journey of development with real behavioural change. By engaging with the entire team little and often, with a variety of tools and methods, we ensured that the new skills and techniques became second nature and The Mall truly experienced a transformation in the way they provided service to customers.

As well as boosting the customer experience, we achieved a 90 day ROI rate for 8:1 uplift in sales.

Other results:

·        92% satisfaction rating from staff

·        22% increase in RewardMe Card sign ups

·        17% increase in gift card sales

·        30% uplift in customer satisfaction scores

Natural Training

Natural Training is a sales training company based out of London and servicing the world. Natural Training focuses on developing the natural style of sales people with innovative, full immersion sales training programmes that deliver outstanding ROI. The Natural Training Company ( is a pioneer in the fields of sales training, negotiation skills training and presentation skills training. Founded in 2004, the company has rapidly become a trusted training provider to more than 3, 000 organisations, including Oracle, British Airways, Clarins, Veeam, Dell, Discovery Channel, EMC, Lego, Gleneagles, Asics, McAfee, Nandos, Sky and Thomson Reuters.

About Natural Training

The world's most remarkable sales, presentation, negotiation & customer service skills training company. We suit you. Clients include Dell, Clarins & Royal Mail

Natural Training
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