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 £599 + VAT per day

    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 17635 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 surveyed17635
  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


"Providing an engaging and swanky work and learning environment "

"Friendly setting. Easy to follow and to ask questions. "

"Everything! I felt well looked-after from the moment I arrived and found the course incredibly interesting and informative."

"Piers was really helpful and a good instructor. "

"Nice, engaging environment. Credible and knowledgeable trainer."

"good information from an expert"

"Friendliness and welcoming."

"Tom was very approachable and was able to tailor the course to my jobs requirement"

"Tom is a great trainer, very approachable and easy to ask questions to, even if they are basic questions he is happy to help explain for all levels"

"Preparation and overall quality"

"Hospitable, clean, friendly and the trainer was great! "

"Really clear teacher"

"Very informative! "

"course was the right pace, trainer knowledgeable and personable"

"Very knowledgable and easy to follow and pick up "

"I thought the training was very informative and the knowledge gained will definitely benefit me in my career. "

"Lunch, professional feel while being laid back, not being criticizing, including everyone in the group, LOTS of examples."

"There were plenty of exercises, which was helpful. Going through answers in the group provided some interesting discussion points, and flagged up some areas people commonly have problems with - I'll keep an eye out for them when I proofread!"

"All good thanks"

"Well structured course with interesting topics. Friendly and helpful trainer. Small class which was great. Very helpful in future!"

"Very informative course "

"Very patient-explained everything very well"

"great at ensuring that everyone was keeping up and relevant topics! Also great venue."

"I was very satisfied overall! Food was good and there was a lot for vegetarians. Trainer Dallas was engaging and enthusiastic, I learned a lot and I felt I could follow the course very well. "

"Trainer was very approachable and helpful"

"nice pace, trainer was super fun and nice"

"I was pretty impressed with everything"

"Answering everyone's questions and making sure they were happy at each step. Helpful, kind teaching."

"Creating a really lovely learning experience and environment - big thank you to Wolf and the team!"

"Really helpful in explaining what we were going through, using clear and concise examples. "