Customer Service

Our course will give you the tools to deliver exceptional customer service.

Learn the skills you need to keep your customers happy.

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Customer Service

Customer Service

Enhance your customer service skills in this comprehensive course focused on delivering exceptional customer experiences. Learn how to exceed customer expectations, effectively handle inquiries and complaints, and create a positive atmosphere that ensures high customer satisfaction.

Gain valuable insights and practical techniques to provide outstanding service, build strong customer relationships, and elevate your organisation's reputation. This course will equip you with the tools to deliver exceptional customer service and meet and exceed customer expectations.

Duration icon

One Day

Timings icon

10:00 - 16:30 GMT

  • Key Learning Points

  • icon Assessing situations effectively
  • icon Recognising potential conflicts and challenges
  • icon Mastering good communication skills
  • icon Developing assertiveness for difficult situations
  • icon Finding resolutions and influencing customers

If attending an online course you must have a licensed copy of any software required and access to a suitable computer.

You need no previous experience to attend this course.

Our Expert Team
Expert Trainers

Course leader is an experienced industry expert

No in-person dates available at the moment.
No online dates available at the moment.
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Request a quote for Customer Service

All our courses are available as private, bespoke or team training.

You can customise the outline, have a group where it's just your team or enjoy a one to one session with an expert.

We can deliver the course at our centre, live online or at your choice of venue.

Fill in the form below and our team will get in touch with pricing and helpful advice to get the conversation started.

Course Dates

Course Outline

1

Introduction

What is good customer service?

What is the customer expecting?

What is the difference between good and outstanding customer service?

2

Customer service issues

Spotting a problem

What is a difficult customer?

What is a good outcome for the situation?

3

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

4

Good communication

Building rapport with a customer

Using your own communication tools

What is Active Listening?

5

Using three steps to ensure you provide good customer service

Step 1: Questioning

Step 2: Listening

Step 3: Clarifying understanding

6

Developing your assertiveness

Assertiveness at work

Managing difficult situations

Using your own confidence to de-escalate a situation

Taking control of the conversation

7

Finding resolution

Understanding the customer's issues

Considering possible solutions

Presenting possible solutions

Moving to resolution with a customer

Influencing customers and showing concern

8

Questions and answers

Who attends?

Career Progressives icon

Career Progressives

Professionals who wish to develop skills for their current role and companies who believe in developing their talent.

Career Changers icon

Career Changers

People seeking opportunities which require new skills. Industry relevant training for those pursuing a new role.

Graduates icon

Graduates

Certified courses for those who have earned their theoretical stripes, but need to prove capability to future employers.

Learn Your Way

Face to Face

Face To Face

Learn face-to-face with expert mentors in a dynamic setting that inspires growth and confidence.

Live Online

Live Online

Join remotely with expert mentors in real time — flexible, interactive learning that fits your lifestyle.

Team Training

Team Training

Upskill your team together. Build your team and develop consistency, and collective confidence.

Three Steps To Success

1

Identify Your Path

Define your direction with purpose, aligning your learning journey to personal and career goals.

2

Learn With Experts

Gain practical insight from real-world experts who bring clarity, confidence, and momentum to your growth.

3

Earn Certification

Your certificate of attendance is proof of progress — benchmarking your skills and commitment to growth.