Indus customer service training teaches frontline teams to build trust fast, listen, own a complaint and resolve it first time — practised with an AI customer on your real call types and measured against CSAT, NPS and repeat-complaint rates.
Who it is for
Customer care and call-centre agents, automotive service advisors, telecom and retail store staff, bank branch teams, hospitality front-office and escalation desks — and the team leaders who coach them. Programmes are run in English, Hindi or a mix.
Outcomes we commit to
- Agents use a consistent structure on every difficult interaction: acknowledge, own, resolve, confirm.
- A measurable move in CSAT, NPS or repeat-complaint rate within 90 days of the programme.
- Certification on a scored AI role-play, plus a coaching plan per team leader.
Programmes in this area
Complaint resolution, telephone and chat etiquette, service advisor skills for dealerships, retail customer experience and building a customer-oriented culture. Each is a facilitated programme with digital pre-work, AI practice between sessions and a follow-up on the floor.
How it runs
One or two classroom days on the service conversation and the ten situations your team meets most, then two to four weeks of floor coaching with call monitoring and side-by-side sessions, then a follow-up. Content is built from your own recorded calls, complaint logs and escalation history — never generic.
Organisations whose customer-facing teams Indus has trained
What the programme covers
Frequently asked
Which teams is customer service training for?
Anyone who handles customers when something has gone wrong or a decision is being made: contact-centre agents, automotive service advisors, telecom store staff, bank branch staff, hospitality front desks and escalation desks.
How do you measure service training?
Against the metrics you already track — CSAT, NPS, first-time resolution, repeat-complaint rate, average handling time — compared before and 90 days after, plus scored AI role-plays for each participant.
Can you train very large customer-care teams?
Yes. Indus runs service programmes for telecom and automotive networks with thousands of frontline staff, using 340+ full-time trainers across 26 cities and Indus Smart LMS for scale.
Do you cover complaint handling specifically?
Complaint resolution is a core module and can be run as a stand-alone one-day programme with AI practice on your top ten complaint types.