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Brilliant Customer Service

Helps businesses boost their customer service, support and sales functions through its training courses, workshops and coaching sessions
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Minimum Investment


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Business Type

Business & Professional Services

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Funding Support


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Total Investment


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Franchise Fees


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Expected Revenue After 2 Years


About Brilliant Customer Service

For over 25 years, this company has been assisting businesses of all sizes to boost their customer service, support, and sales functions through its range of specialised training courses, workshops, and coaching sessions.

Delivered in house and online using cutting edge artificial intelligence technology, topics covered include time management, email and business writing, presentation and
communication skills, customer relationship management and improving rapport, questioning, presentation and closing skills.

Brilliant Customer Service’s courses are flexible, cost-effective and tailored to each client’s requirements. Before any training takes place, a full training needs analysis is completed. A few of their customers include The Open University, Mercedes-Benz, American Express and Barclays.

The company was founded by Managing Director Graham Roberts-Phelps, who is a highly experienced training consultant. His books include Working Smarter, Companies don’t
succeed people do, Telephone Tactics and Customer Experience Marketing.

Brilliant Customer Service launched its franchise opportunity in November 2018. The company currently has seven franchisees in the UK.

How does the Brilliant Customer Service franchise model work?

Having been fully trained by Brilliant Customer Service and by following the company’s proven systems of operation, franchisees offer consulting, coaching and training services to local and national businesses who want to exceed the expectations of their customers. 65 per cent of fees paid by clients go to the franchisee, with the remaining 35 per cent going to the franchisor.

The team at Brilliant Customer Service HQ undertake all of the laborious and time consuming administrative elements of dealing with a client, freeing up the franchisee to
focus on the more profitable aspects of building their business.

There are no requirements for staff or office premises and the franchise can be run on a full or part-time basis.


What skills do I need to become a Brilliant Customer Service franchisee?

Prospective franchisees must have the ability to be able to deliver first-class customer service training, gain satisfaction in helping others and have the ambition to be their own boss. They must also be effective communicators, possess good presentation skills, be self-motivated and be able to develop long term customer relationships.


What locations or territories is Brilliant Customer Service looking to operate in?

The company has franchise opportunities available throughout the UK.


Why is Brilliant Customer Service a good investment?

As first-class customer service is one of the cornerstones of successful businesses across all sectors, the expertise offered by Brilliant Customer Service franchisees is always in demand. Because of this, earning potential is high, according to the company, which states that an annual income of £100,000 is achievable.

Other attractive features of this franchise are that the ongoing cost of running the business is low, the potential for referral and repeat custom is good and there is very little competition.

Franchisees also gain access to Brilliant Customer Service’s know-how, which has been developed over 25 years.

In addition, many franchisees of this company say they enjoy high levels of satisfaction in their roles, as they are helping people become more effective in their jobs.

Of the franchise opportunity, franchisee Alistair MacLennan says: “I was delighted to discover that I could quickly make an excellent income, not just from the various training programmes, but also from all the coaching and businesses assessment programmes the company offers.

“I’m also very impressed at the level of ongoing support I receive every day from the very friendly head office team, as well as the initial sales drive that has helped me secure my first customers.

“For over 20 years, I worked in the telecoms industry managing sales teams across a wide range of global locations and I always enjoyed being involved in the mentoring, training and coaching of all the individuals in my team. But I became highly frustrated by the amount of international travel that kept me away from home.

“So in 2018, I decided to see if I could find a suitable local franchise and was delighted when I came across the Brilliant Customer Service franchise opportunity, as I quickly realised it would allow me to work at what I enjoy doing best - delivering new skills that help individuals and businesses to do a far more effective job.”


Where in the UK is the Brilliant Customer Service franchise based?

The company headquarters are in Milton Keynes.


What training and support do Brilliant Customer Service franchisees receive?

A franchisee’s initial training lasts for eight days and takes place at Brilliant Customer Service’s head office or a nearby training facility. Once training is completed, a
comprehensive training back up and support package is put in place for the first 12 months.

All aspects of the business are covered in the company’s training programme, including how to successfully market the services provided by franchisees and attracting and retaining customers.

To maximise their billable hours - and, as a result, their earning potential - support for franchisees is provided in the following areas:

• IT set up
• Paperwork and administration
• Managing workshops and training sessions
• Workshop design and customisation
• Invoicing and credit control
• Sales and prospecting support

Brilliant Customer Service says that as the company is dependent on the success of its franchisees, its support staff are always on hand to provide the best in back up and support.


What are the Brilliant Customer Service franchise’s terms of agreement and renewal?

This company’s initial franchise agreement lasts for five years and is granted on a rolling basis, with no additional charge to the franchisee.


How can I get started on setting up my own Brilliant Customer Service business?

Complete the enquiry form on this page and a member of the Brilliant Customer Service franchise recruitment team will be in touch.

Prospective franchisees will be provided with an information pack by the company, which is followed up with a brief and informal telephone conversation about the opportunity on offer.

Would-be investors can ask any questions they may have about the franchise at this point, while Brilliant Customer Service will want to know about their career history and plans for the future.

This is followed by a meeting at the company’s head office with Brilliant Customer Service’s partnership development director. At this meeting, further details about the franchise will be provided to the potential candidate. A second meeting is then arranged including the managing director and during which full details about the opportunity will be provided to the would-be franchisee.

According to a company spokesperson: “Regardless of how good we feel the person might be, we say to all potential candidates: ‘If in doubt, don’t do’, so there is never the slightest bit of pressure from us during the recruitment process.

“We look for individuals who have a background in sales, account management or commerce and who possess good communication skills. If they possess these qualities, we are able to do the rest.

“Our first-class training and support package means the franchisee is fast-tracked and provided with all the tools necessary to become a highly successful Brilliant Customer Service consultant, trainer, and coach.”

Enquire Now

Send a free enquiry to Brilliant Customer Service for further information!

Enquire Now

Send a free enquiry to Brilliant Customer Service for further information!

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