Training Courses

Customer Service

One Day Course

Classroom Based

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

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Online Courses

We are working on ways to be able to offer our amazing courses online. If this is something that would be of interest to you, we would love to hear from you.

 

Express Interest




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 more than 7 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 20423 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 surveyed20423
  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 Us99.6%

  Recent Feedback


"Brilliant location, Amazing trainer"

"The teaching was methodical and at a pace that I could learn."

"Very happy with all"

"personal patient service"

"Really kind staff. "

"Course sizes made it personable"

"Great teaching and front of house staff."

"Brilliant teacher, brilliant course. Will definitely recommend. "

"Venue, food, trainer and content"

"During the course I liked the time taken to get to know what each of our areas we wanted to work on. I loved the small group! rare these days. Its always having good examples from someone who writes and to hear other people issues and examples. thanks"

"Really nice to be taken right through from the basics and build up to what you need to know to make it look professional. "

"All of it!"

"Great service immediately from booking. Rob was incredibly knowledgeable and made the course a really fun experience. I learnt a lot - thank you!"

"I loved the course and look forward to do more :)"

"Great course! Jason was very helpful and knowledgeable. Learned a lot and will definitely will be back to learn more. 100% would recommend to my friends and colleagues. "

"explaining in a very understandable manner"

"Informing, answering questions, making it interesting "

"Friendy, informative training"

"Approachable and open to questions. Good at going through statistics. Examples of how brands are successful on social media."

"keeping the environment and training running in a safe way even with covid-19 emergency practical exercises "

"Great environment and good facilities. Enjoyable course"

"Being friendly, knowledge and answering any questions thoroughly"

"everything was clearly explained, and explained in a way that was easy to follow. Any questions I/we had were clearly explained along with examples and also in terms that were relevant to our situations with our businesses. "

"The Venue, the food, the training....Brilliant"

"customer service. good trainer. good pace and autonomy on my private course"

"Approachable and friendly trainer"

"Very friendly. Lisa was an excellent teacher and really tailored the teaching to our needs. Lunch was great."

"Lunch was great! the toilets were super clean and both the staff and the trainer were very friendly and approachable. "

"Lisa listened to what we said we used Excel for and adjusted some of the tools, shortcuts we were introduced to. Great lunch. I arrived slightly exhausted as just getting used to walking without crutches and was immediately asked if I were OK and was there anything that could be done to help me. I was also asked at the first break."

"clearly explaining complex subjects,providing examples & also very good at explaining in terms relevant to our situations and software. "