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 12745 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 surveyed12745
  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


"V friendly trainer - made it all easy to understand"

"Real practical examples and hands on practice."

"Making video editing and filming more understand and less intimidating"

"Providing Q and A throughout the day and well structured"

"everything!"

"Simon was so knowledgeable and was brilliant at answering all of our questions. It was great to be able to use live examples of our work and really delve into everything."

"Course gave me a really good starting point and overall understanding of SEO and everything that entails"

"gave really good examples, put things in context and in a way that is easy to understand (especially for such a complex subject)"

"Training was excellent"

"We were well looked after and made to feel welcome."

"Great instructor, helpful and easy to understand. Examples where very useful to understand how and why elements of the programme work. I was apprehensive before coming to the course but i thoroughly enjoyed myself whilst being here and i have learnt alot of new skills. "

"Vicki was very knowledgeable, friendly and approachable. The course moved at the right speed, so we had enough time to focus on each section but did not spend too long on anything (so we didn't lose focus.)"

"Absolutely solid and up to date knowledge of the programme and it's intricacies and complexities"

"organisation, content, approachable staff, food"

"Environment is great. Equipment and software was good."

"Creating such a relaxed atmosphere. Everybody was so friendly and chilled which created an awesome vibe where learning was then made so easy. The food and refreshments were amazing and everybody was so friendly. Can't wait to come back for another course... it was worth the three hour car journey! Thank you! :) "

"The atmosphere is very presentable and makes you feel creative. Very professional place to do a quick and useful course! Will definitely suggest to friends."

"A pleasant environment makes all the difference so full marks from me"

"Matt was very flexible in his training methods which helped to address individual requirements but he also managed to include all others in these areas. Great training as always and I learnt a lot from it"

"The trainer was awesome, the facilities/environment were lovely and the food was tasty."

"Great instructor. At the start of the day Vicki asked me what I wanted to learn from the course, and she made sure I didn't leave until I'd been taught it."

"Course was organised well in the right amount of time for the content. Very nice learning environment. "

"Food was great, helathy and fresh, not too much junk food. "

"Another highly engaging, energetic and enjoyable course. Pretty sure it's the best I've been on"

"good environment, knowledgable trainer"

"Being really specific, knowledgeable and helpful"

"Friendly and knowledgable trainers"

"Very good hospitality"

"Trainer was very knowledgeable, very useful tips and links. "

"Simon was super generous with time and expertise!"