Training Courses

Customer Service

One Day Course

Overview

This is a one-day interactive course designed to teach anyone working in a face-to-face environment how to successfully resolve the challenges that difficult customers and stressful situations create.

The course will teach you to confidently manage difficult customers and situations in order to minimise the possibility of conflict. It will also teach you what you can do to create the best likelihood of reaching a constructive resolution.

The course is very interactive with workshops providing delegates with the opportunity to improve their skills in real-life situations. Courses can also be run on a private basis allowing the scenarios and workshops to be tailored to a specific industry. Please call us to discuss this if you wish to organise a tailored course.
You need no previous experience to attend this course.

Public Course Dates & Pricing

Course DatesLocationPriceStatus
SOLD  OUT SOLD  OUT
SOLD  OUT SOLD  OUT
SOLD  OUT SOLD  OUT

  • Public Courses

    Small class sizes so you get the maximum amount of trainer time possible. You attend with delegates from other companies.

    A great, cost efficient way to learn, discounts are also available for group bookings.

     

    Discount Info
  • Private Courses

    One to one tuition or a private group with just your colleagues. Your choice of duration, content and location. We can train at one of our centres or onsite with you wherever you are located.

    We offer a free consultation service to help work out every detail and build the perfect course for you.

    From £499 + VAT

    Free Consultation

Course Outline

  • Introduction
    • Assessing a problem
    • What is a difficult customer?
    • What is a good outcome for the situation?

    Assessing the situation and challenges
    • Recognizing behavioural signs and situations that signal potential conflict
    • The Wall of Challenge
    • What is empathy?
    • Anticipating and preventing conflict

    Good communication
    • Building rapport with a customer
    • Using your own communication tools
    • Active listening
    • Questioning
    • Listening
    • Clarifying understanding
  • Developing your assertiveness
    • Assertiveness at work
    • Managing difficult situations
    • Using your own confidence to de-escalate a situation
    • Taking control of the conversation

    Finding Resolution
    • Understanding the customer's issues and possible solutions
    • Presenting possible solutions
    • Moving to resolution with a customer
    • Influencing customers and showing concern

    Questions and Answers
Experience + Flexibility

We know training inside out. We can advise you on all the options to make sure you get the best possible course.

Tell us you need to cancel 5 working days before your course and there’s no charge. Great for your peace of mind.

Our trainers bring their years of industry experience into the classroom. You'll leave confident and prepared.

The smallest class size in the industry. More one on one time with the trainer and a less intimidating group size.

Tell us which you use and it'll be booted up and waiting with the latest software when you arrive.

We provide a lovely onsite lunch so you can relax. We can cater for any dietary requirement with no fuss.

Comfort + Location
Reputation + Feedback

Our Clients


We've worked very hard over the last 20 years to grow our business through personal recommendations.

When you attend a course we ask you to tell us how it went. We use your feedback to help us improve our courses.

We publish all our customer satisfaction stats live on our site (good or bad) because we want everyone to know just how highly you rate us every day, every week and every year.

We know that choosing the best course can be difficult, maybe the thoughts of the 7854 other clients we've asked will give you the inspiration to join us too.

The most recent comments from attendees of our courses are shown below. We reckon they will give you a pretty good indication of how they think we perform.

  Client Ratings

Attendees surveyed7854
  Trainer Knowledge9.8 / 10
  Trainer Materials9.6 / 10
  Trainer Preparation9.8 / 10
  Overall Trainer Score9.7 / 10
  Centre Lunch9.6 / 10
  Centre Staff9.9 / 10
  Overall Centre Score9.7 / 10
  Overall Experience9.6 / 10
  % Who Would Recommend Us99.7%

  Recent Feedback


"good pace and clear instructions"

"Very good - understand it had to be a distilled course, well delivered"

"Good at covering the important points and showing different ways of doing things"

"Hospitality, knowledge, hipster aesthetics "

"Everything! Fantastic day - thank you!"

"It was all very good"

"Welcoming environment."

"Great, In-depth course. "

"everything is well organised. lunch buffet was good out of our expectation. "

"Great trainer. Really enjoyed the lunch and snacks, and the environment was also good. "

"very friendly and knowledgeable!"

"Great Trainer "

"Training, pace , content , examples, follow up , lunch , location. Super professional staff. Overall really pleasant experience .. Thank you "

"Very organised, on time and knowledgable. Listened to what we needed. "

"Interesting course, good setting."

"Very imformative, gave great intuitive advice and overall was a great use of time and very engaging"

"Great teaching, great working space, great staff and catering! Brilliant!"

"Very well organised. Good trainer"

"Very happy with the trainer Wolf and what I have learnt. Thank you "

"Listening to questions and helping with all tasks. "

"Really friendly, good working space, good break area, learned A TON in 2 days which was great. Definitely want to come back and learn more."

"All staff are very professional and knowledgeable in the media field. Everyone was also very accommodating."

"Great environment, all staff super friendly and organised. Really fun and welcoming atmosphere, would recommend 100 %!"

"Very good course preparation. Trainer was excellent."

"Everything - truly enjoyed my training today"

"keep it up. explanation and understanding method of delivery was very good time and course organisation was A1 quality."

"Friendly, approachable and very knowledgeable."

"Lunch was delicious with a good range of food. Good amount of breaks and timings. I like the class being small as easier to ask questions and have more time focused individually to make sure you are doing anything ok. "

"Very welcoming environment and reasonable prices which made the course affordable from a freelancer's perspective. Thank you."

"Everything! Thank you for an excellent day."