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 13140 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 surveyed13140
  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


"Very knowledgeable, good facilitator and good interaction "

"Helpful examples. easy to follow. Flexible approach to the needs of the group. "

"adaption to what we will need it for on a day to day basis which was great. Very engaging and will be useful to all of us. "

"Really good structured course "

"Overall structure was great!"

"Overall being engaging and helpful. Addressing the areas that I struggled with in my writing and bringing that to full circle. I feel a lot more confident to plan and tackle work now - everything came full circle. "

"Great teacher, small group sizes meant you got personal training. Yummy lunch and snacks – Definitely will recommend "

"Lovely environment! "

"The trainer was particularly good because her enthusiasm and passion for the subject of photography was infectious and added another dimension to the course. The booking of the course was also well managed. "

"Simon was really engaging and knowledgeable. He made course fun whilst also emphasising the importance of the information delivered. "

"Really good courses, good to relate teaching and run tools to our own websites"

"Knowledgable and friendly staff"

"Very knowledgeable instructor, lovely staff and great facilities! "

"Really comfortable and relaxed environment. Emma was very friendly and knowledgeable, and the whole course was very enjoyable."

"Very useful covering of basics as well as more advanced stuff. Flexible when we had requests of things to learn"

"Great small groups of learning. Very helpful and patient trainer!"

"Organisation, intimate small classes, hospitality."

"Excellent venue, really small class so lots of individual attention, organised and friendly. "

"good food, clean, attentive hospitality staff, good trainer"

"Being dynamic when teaching. Sarah catered for what we wanted to learn as well as the course specification."

"atmosphere and ambience excellent. catering excellent, training rooms well specced. "

"Ian is great! Really made an effort to meet individual needs. Thank you"

"Great trainer - very enthusiastic and friendly. Good group size. Lunch was amazing too. :)"

"Very good course as an introduction. The instructor was very willing to teach things that were not necessarily part of this particular iteration. "

"Very organised, both days ran smoothly, had a good two days "

"Answering questions that were additional and specific to my needs of indesign but not necessarily on the syllabus"

"Trainer very helpful"

"A good balance in teaching given the requirements of all students on the course and the exposure that each had with the programme previously."

"Lots of examples and efforts to contextualise the course to everyone's personal requirements."

"Ian made learning on Ai very clear and simple to understand "