Skip to content
Close
Talk to an expert
Buy Zendesk
Talk to an expert
Buy Zendesk
By Role
Zendesk for ex Leaders
An inexpensive, quick and easy way to build beautiful responsive website pages without coding knowledge
By problem
Your business
Optional link here
Getting started
For companies new to Zendesk.
Improve & optimise
For organisations already using Zendesk.
Build & Extend
Modular add-ons and enhancements.
Title here
Title here
Frame 87

Lorem Ipsum is simply dummy text of the printing and typesetting industry. 

Button Title
Title here
Title here
Background

Lorem Ipsum is simply dummy text of the printing and typesetting industry. 

Button Title
Optional link here
Company
Team & partners
Careers

Still drowning in tickets? You don't need more agents, you need better structure

Whether your system is slowing you down or no longer scales, clear intake, smart self-service, and simple automation remove unnecessary volume so your team can focus on what truly matters.

Get in contact with an expert

Great customer experience doesn't happen by accident

It is the result of shared principles, clear decisions and consistent behaviour under pressure. Our CX Training helps teams and leaders develop the skills, mindset and structure needed to deliver reliable customer experiences, supported by Zendesk.

Talk to a CX training expert

Why CX training matters more than ever

Customer expectations keep rising, while service environments become more complex. Channels multiply, volumes fluctuate and teams grow faster than experience can keep up.

In many organisations, this leads to inconsistency. Agents make individual judgement calls, managers focus on throughput and customer experience becomes something everyone talks about, but no one defines clearly.

CX training creates a shared frame of reference. It aligns teams on what good service looks like, how to make trade-offs and how tooling like Zendesk should support those decisions.

PremiumPlus-photoshoot-198-bewerkt-bewerkt-bewerkt

How we train you with Zendesk

Effective training works very differently. It focuses on behaviour, decision-making and consistency, not just knowledge. Especially in service environments where pressure, volume and emotion play a role every day. Our training looks at how people actually work in Zendesk and how they make choices in real situations.

TABLE OF CONTENTS
loading...

1. Service principles and shared expectations

We start by establishing what “good service” actually means for your organisation. This creates a shared frame of reference across agents, leads and managers, instead of individual interpretation.

2. Decision-making under pressure

We train teams to handle trade-offs between speed, quality and customer experience. Real scenarios are used to reflect daily reality, not ideal situations.

3. Consistent behaviour across teams

Training focuses on creating consistency without removing human judgement. Teams learn when to follow standards and when to deviate consciously.

4. Using Zendesk as support, not friction

We show how Zendesk workflows, fields and automation are meant to support behaviour and decisions, instead of becoming something people work around.

5. Ownership, escalation and collaboration

Teams learn how responsibility is structured, when to escalate and how to collaborate effectively across roles and departments.

6. Coaching and leadership in daily operations

Team leads and managers learn how to reinforce training through feedback, coaching and daily steering, instead of relying on rules alone.

7. Embedding training into daily work

We focus on how insights translate into habits. This includes follow-up, reinforcement and alignment with tooling and processes.

The goal of training is not knowledge transfer.
It is confidence, consistency and trust in how teams work.

 

Who CX training is for

Each role receives training aligned with its responsibilities and decision-making level.

 
Customer service agents

Build confidence in making decisions during customer interactions under pressure.

  
Team leads and supervisors

Learn how to coach CX principles and reinforce consistency across the team.

  
Organisations scaling service teams

Create shared standards as teams grow across regions, channels and roles.

  
CX managers and heads of service

Define service intent and align tooling, processes and people around CX goals.

  

Ready to strengthen your customer experience?

Build CX skills that hold up when things get busy.

Talk to a CX training expert
Rafael jpg-min