Customer Care First designs and delivers high-stakes customer service training and long-term behaviour change programmes for the moments that define customer trust. Engineered for real-world, high-pressure interactions, our programmes combine psychological insight, evidence-based techniques, behavioural reinforcement and hands-on practice to develop confident, emotionally intelligent teams.
Our delivery strengthens capability across day-to-day interactions as well as the pivotal moments that make or break customer trust, including leadership decisions, manager 1-2-1s and emotionally complex scenarios.
With over 25 years of experience, Customer Care First is trusted by some of the world’s leading brands.
We believe the customer experience is shaped from the inside out, starting with how teams interact with each other. Every moment, from everyday exchanges to high-pressure situations, leaves a trace that influences how people think, feel and react. By helping organisations bridge the gap between intention and action, we empower teams to see the ripple effects of these interactions, and how they can be turned into opportunities for connection, loyalty and growth.
Watch the video to discover more about our philosophy.
PRESENCE – Passionate, Rapport-focussed, Engaging, Self-aware, Empowered, Natural, Curious and Evolving – sits at the heart of everything we do. Teams that embody PRESENCE create an environment where all customers feel valued, understood and appreciated.
This framework underpins all our training programmes and shapes our approach, turning learning into confident, long-term behaviour change and equipping teams with PRESENCE in every interaction – from everyday moments to the high-pressure situations that can make or break customer trust.
We follow a structured, collaborative approach to ensure every training programme is tailored, impactful and measurable.
Strategic alignment:
We kick off every partnership with a planning meeting to understand your organisation’s needs. Your dedicated programme manager will establish what you want to achieve, key milestones and project delivery dates.
Discovery:
Our discovery process explores your customers, business, people and challenges in depth. We examine current problems, desired outcomes, team feedback and any specific needs of individual learners.
Sign off:
We present a programme with clear learning outcomes and defined success metrics and obtain your sign off.
First design review:
Your programme manager takes you through the proposed training programme in a collaborative, open session to ensure full alignment with your goals and outcomes. This gives you a clear view and the chance to provide feedback.
Final design review:
The complete learning activity programme is presented, demonstrating how it’s bespoke to your organisation’s requirements and individual learner needs.
Pilot:
The programme is first delivered to a small cohort to ensure it is fit for purpose before full roll-out.
Delivery:
We deliver your bespoke training programme, designed to create long-term behaviour change, strengthen emotional intelligence and build confidence across your team.
Success and sustainability:
After delivery, we review results against agreed success metrics, incorporating feedback and performance data. We focus on delivering sustainable change by embedding learning into day-to-day behaviours, leadership practices and systems. We may refine the programme for future cohorts or transfer capability through train-the-trainer programmes.
Our trainers have PRESENCE. They bring creativity, insight and an open mind to every training session, leaving judgement at the door and creating supportive spaces where people can learn, grow and thrive.
Jade began her career as a law firm receptionist, quickly learning that exceptional customer service is the foundation of business growth. Since founding Customer Care First in 2017, she has been on a mission to transform the face of customer service in the UK, and beyond.
With extensive experience in front-line customer service, sales and learning and development, Jade combines practical insight with strategic expertise to deliver high-stakes customer service training and long-term behaviour change programmes. She is passionate about helping organisations build emotionally intelligent teams and putting customers at the heart of their business.
Becky is a sales coach with over six years’ experience helping clients worldwide achieve their commercial goals. She equips frontline teams and leaders with proven methodologies, practical tools and insights from her extensive sales career. Becky has coached senior leaders at Standard Advisory and Pret A Manger, and partnered with teams from McKinsey, Microsoft, Adobe, PayPal, Colt and Haymarket.
Richard has over 20 years of in-house experience with some of the world’s leading organisations, including British Airways, The Dorchester Collection and Hilton Hotels. He is passionate about delivering transformative, experiential learning programmes that drive lasting change and thrives on helping teams consistently deliver luxury customer experiences.
With over 25 years of experience, Phill understands how to help organisations achieve their customer service goals. From leading the design and delivery of a global customer experience programme for 20,000 staff, to managing UK-wide training for a major communications provider, Phill brings a wealth of knowledge and expertise that elevates our programmes to the next level.
Linda is a highly qualified global customer service trainer with 30+ years’ experience and longstanding membership of the Chartered Institute of Personnel Management. She uses her Train the Trainer expertise to equip supervisors and managers to deliver transformative change to the highest standard. Linda has a strong track record with high-profile clients including Hospitality Industry Trust Scotland, ONS Census, Houses of Parliament and Center Parcs.
Fiona has over 20 years’ experience designing and delivering high-impact learning programmes across the globe. She collaborates with senior leaders to embed strategy and values across organisations, creating bespoke solutions that shift behaviours and drive sustainable growth. Her experience spans EMEA, LATAM, Southeast Asia, and the US, across financial services, technology, publishing, telecoms, engineering and healthcare.
Emma has 15 years’ experience partnering with sales-driven organisations to design tailored learning solutions that deliver measurable impact. She has deep expertise in talent and recruitment, supporting agencies and internal teams across the employee lifecycle. As an NLP Master Practitioner, Emma helps individuals overcome limiting beliefs, build confidence and tackle challenges with energy and empathy.
Don’t just take our word for it, hear what our
clients have to say.
Stuart Beards
Operations Director – South, OCS
“CCF has changed the way we view training and delivery, and they've helped us drive real value with our customers. Our culture has changed for the better, and our customers now see us as partners and not just providers.”
Donna St Croix
Senior Officer, Supported Housing Services, Wandsworth Borough Council
“CCF delivered clear, concise and tailored training that showed a real understanding of our service environment. The training has helped our staff become more thoughtful and confident on calls, improving how we handle difficult conversations.”
Lara Kyslun
Administrative Support, Lyca Health
“Our CCF trainer was excellent – engaging, thorough and kept staff focused and motivated. The training has raised our service standards, from new starters to experienced team members. It was highly practical, and we saw immediate improvements in confidence.”
Helen Wroe
Deputy Operational Manager, Children’s Centre Partnership
“Our tailored programme was insightful, engaging and memorable. Our trainer was supportive and non-judgmental, helping the team learn and connect. It felt like we were working with a partner who truly understood our challenges and values.”
Emma Holdsworth
Office Manager, Callidus Health & Safety Ltd
“CCF delivered professional, supportive and highly engaging training that left the team energised and boosted confidence during customer calls. The programme aligned our teams on shared service expectations and behaviours allowing for immediate application of learnings.”
Elizabeth Philp
CEO & Co-founder, Roseway Labs
“CCF training reframed how our team approaches customer communication. The programme equipped them with practical tools and techniques that significantly improve their confidence when dealing with customers and the training was directly tailored to our evolving needs.”
