Customer Service Academy
The deep program for service teams who want to lead the industry. The Academy is the multi-week version of Customer Service Training — designed for whole service organisations that want a shared, certified standard. Runs as a cohort with live sessions, online platform reinforcement, and supervisor coaching tracks.
What you walk away with.
The Academy is the multi-week version of Customer Service Training — designed for whole service organisations that want a shared, certified standard. Runs as a cohort with live sessions, online platform reinforcement, and supervisor coaching tracks.
- A certified, repeatable service standard
- Supervisor / lead capability lift
- Lower attrition through structured development
- Documented playbooks for the recurring scenarios
The Ascent reinforcement layer
Every learner gets a Certificate of Completion, 24/7 access to the Ascent Online Learning Platform, downloadable tools and PDFs, a complimentary Tim Carlisle book, and the 8-week post-training reinforcement series.
Book a ConsultationModules in Customer Service Academy.
Built across three tiers — Foundations, Core, Pro. Pick a tier or mix them across your cohort.
- Foundations — the Five Expectations in your context
- Voice of Customer — listening as a system, not an event
- Service Recovery — the engineered version
- Cross-Functional CX — when service depends on others
- Service Leadership — coaching for supervisors
- Certification — the assessed capstone
Audience
Corporate clients — service organisations of 20+, supervisor cohorts and CX leadership teams (including high-potential leader tracks). Individual learners — self-paced, can stop at any tier and resume later; often funded through an employer upskilling budget.
Delivery modes
- In-person workshops
- Live virtual sessions
- 60–90 minute micro-learnings on Zoom
- 24/7 on-demand on the Ascent Online Learning Platform
- Bespoke 1:1 coaching for senior talent
- AI-powered video assessment — record a response, get immediate AI feedback
From foundations to mastery, one tier at a time.
Foundations, Core and Pro tiers are structured so corporate cohorts can scale together and individual learners can stop, restart or extend whenever they're ready.
Foundations
Build the language, the habits and the baseline behaviours every team member needs before specialization.
Core
Apply the methodology to live pipeline, real customers and the metric you actually report on.
Pro
Coach, lead and embed the practice — train-the-trainer, manager coaching and senior 1:1s extend the result across the business.
Other programs in Customer Service.
Let's design it to your team.
Tell us your team size, tier mix and timeline — we'll come back within one business day with a proposed program.
Received
We'll reply within one business day.