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.

  • 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

    Get A Free Consultation & Quote

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 11309 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 surveyed11309
  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


"great knowledge and food"

"great course"

"Lots of really good examples and materials"

"Thorough explanation and easy to ask questions!"

"Really enjoyed the exercises and discussing as a group. The recaps on sentence structure and grammar were useful as these things can be easily forgotten. All in all really great session - thank you!"

"Piers listened to our particular issues as a business and gave practical recommendations on how to address them."

"relevant examples;, looked at our pitch and event invite, grammar examples clear to understand, time between breaks"

"Timing was right not to make us too tired, content was great with many good tips"

"Pleasant environment, lovely food, good trainer"

"Excellent organisation, great facilities and catering and most importantly the trainer is really knowledgeable and patient (we asked her so many times the same questions and she was very patiently replying, she also was able to asnwer very specific questions). I would definitely recommend this course to colleague and friends."

"The course was well structured and well taught, I am coming away knowing a lot more than when I arrived. All the staff were welcoming and friendly, and the facilities were good too. Very enjoyable."

"Good at structuring the day and breaking it up with well timed breaks. Good at talking things through in logical steps. Good at providing design inspiration as well as just technical facts. "

"Being friendly, making us feel comfortable, and especially at working at the right pace for the class. Peter made sure that no one ever felt embarrassed if they weren't sure about something. Thank you! :) "

"All of it - had a fantastic time. Peter was great, and I learnt so much - can't wait to go back and test it all out :) "

"Peter was an amazing trainer, he ensured that everyone understood what we were all doing. The work we went through was all relevant "

"The set up is great in terms of the location, the design of the building, the music and atmosphere.. Also the set up of the day, adequate breaks and good timings overall. "

"Food, friendly staff, knowledgable trainer, relevant material"

"James was excellent! And the food was delicious.. "

"Done in a easy transition, not too full on and slowly built up my skills to a decent level."

"This course was excellent, I feel like I'm taking a lot home to work with."

"It was all very, very good, from point of entry to finishing"

"Facilities and knowledge both excellent"

"Offered a full range of different skills and allowed us to ask questions that were relevant to our needs and the trainer was more than accommodating, "

"Tuition and creating nice environment to learn"

"Friendly, engaging, fantastic. Definetly coming back. The food was great too!"

"Amazing catering, fantastic training environment and facilities, friendly staff and above all really accessible, hands-on and fun training."

"Small classes. Great venue. Friendly people. Amazing lunch :)"

"The way in which we were greeted, the hospitality, the preparation of the food, the fluidity of the workshop, as well as the course material were structured brilliantly "

"You are good at making a nice relaxed environment to learn in. I would definitely return. "

"Knowledge of the trainer was really good and we were able to see how the training could translate into our working life."