FAQ — customer service training.

Our training is aimed first and foremost at large Swiss organisations — private banks, watchmaking houses, hotel groups, telecom operators, public institutions — that run a local or international customer service function, generally with more than 50 employees. It is designed in particular for:

• staff in regular direct or telephone contact with customers,
• customer service supervisors and managers,
• support, front-desk and customer relations teams looking to put their practices on a firmer footing.

We work both with teams based in Geneva and with customer service functions spread across Geneva, Zurich and other Swiss or international sites.

Our training covers the whole customer relationship chain:

• Complaint and conflict handling: practical procedures, defusing tension, following up sensitive cases.
• Emotional communication and active listening: theoretical grounding drawn from NLP (matching, pacing), voice, rhythm and professional vocabulary.
• Negotiation techniques applied to a customer service context.
• Customer experience and customer journey: identifying key touchpoints, personalising the service, keeping channels consistent with one another.
• Continuous improvement: setting up satisfaction measurement processes and making use of customer feedback.

Every programme is adjusted to the demands of the client's own sector: the discretion expected in private banking, the excellence and scarcity of watchmaking, the volumes and multichannel constraints of large groups.

A typical course runs as follows:

1. A preliminary diagnosis — often through an audit or a Mystery Call — to identify the real strengths and areas for improvement in your customer service.
2. The in-person training, held as a seminar, combining theory, role play and practical exercises.
3. Full documentation handed to every participant.
4. A validation of learning, with a knowledge test and a certificate of attendance.

Lunch is usually taken together with all participants, to encourage exchanges between teams.

The duration is adapted to the objectives and to the teams' availability: our seminars most often run over one to two full days, on the client's premises. Shorter formats (half a day) or multi-module paths can be built for large organisations with recurring needs or teams spread across several sites — Geneva, Zurich and others.

Yes. We recommend a preliminary audit in three parts:

• a quantitative study of the flows (call and contact volumes),
• a study of the process (the management methods in place),
• a qualitative study, seen from the customer's point of view — which may include a satisfaction survey or a Mystery Call.

This diagnosis makes it possible to build training targeted at your real improvement objectives, rather than a generic programme.

Yes, without exception. Our work with Swiss banks, watchmakers and large groups is built to measure, on the basis of the initial audit and the specific features of your sector, your customers and your organisation — whether a customer service function for Switzerland or one with international reach.

Training can be held on your own premises — Geneva, Zurich or any other site — or organised by 24 SàRL according to your team's logistical needs. We work with head offices in Geneva as readily as with customer service departments based in Zurich or abroad.

Yes. Every course is validated by a knowledge test and leads to a certificate of attendance, handed to each participant at the end of the seminar.

Fees depend on the format chosen: the number of days, the number of participants, the degree of tailoring and the amount of post-training support. Fees are payable on registration; where a participant withdraws less than 14 days before the seminar, partial invoicing may apply. For a quotation matched to your team, contact us directly.

Yes. Beyond the seminar itself, 24 SàRL can support the implementation of procedures — complaint handling, customer journey — and follow the teams' progress over time, as part of a continuous improvement approach.

You can write to us from the contact page or call us on +41 22 312 01 02.

Our news and client accounts — banking, watchmaking, hospitality — are also published on the 24 SàRL LinkedIn page and on Thierry Talagrand's LinkedIn profile.