TEL: 01284 787776

Excellent Customer Service – 1 or 2 days

1 or 2  Day Course


  • To ensure everyone adopts a positive attitude to customers/customer service
  • To convey a professional image to customers over the telephone
  • To improve performance through applying key techniques and procedures
  • To increase awareness of the customer, internal and external, and their needs and expectations
  • To ensure everyone adopts a professional approach to dealing with customers
  • To increase awareness of potential sales opportunities


This workshop is aimed at anyone who has contact with customers, either face-to-face or over the telephone.



  • Introduction/Objectives
  • Customer Expectations
    • What is Excellent Service
    • Opportunities for giving Good Service
    • Key Elements of Service
    • Skills and Qualities necessary to deliver Excellent Service
    • TARP report statistics on bad service
  • Colleagues are Customers Too
    • The Customer-Supplier Chain
    • Cycles of Service and Moments of Truth
  • Presenting Yourself
    • First Impressions and Projecting a Professional Image
    • The Mehrabian Circle
    • Verbal and Non-verbal Communication
  • Telephone techniques
    • Benefits of Telephone Communication
    • Telephone Best Practice
  • Building Rapport
    • Questioning Skills
    • Listening Techniques
    • Positive Language
    • Gaining Rapport
  • Team exercise to practise skills learnt so far and highlight the need for everyone to consider excellent service in all situations
  • Review/Action Plans.

Day 2

  • Review of Day 1
  • Team Exercise to highlight the importance of team working and communication
  • Saying “No” Nicely!
    • Taking Control
    • Making and Refusing Requests
    • Developing Assertive Behaviour
  • Complaints into Compliments
  • A step by step approach to Handling Complaints
    • Turning complaints into Loyal Customers
  • Dealing with Difficult Situations
    • Handling Difficult Situations to Prevent Conflict
    • Using “DEWD” – a Technique to Overcome Aggression
    • Hints and Tips for dealing with Difficult Situations
  • Handling Stress
    • Positive and negative elements of stress/Avoiding Stress Build Up
    • Handling Customers’ Stress
  • Practice Session
  • Exercise to put it all together!
  • Review/Action Plans.


At the end of this course, participants will be able to:

  • Define the term Customer Service and identify the key qualities that keep customers’ business
  • Create the right impression face to face and over the telephone
  • Recognise poor service and the effects of poor service
  • Identify customer needs by developing our questioning and listening skills
  • Improve communications with both internal and external customers
  • Practise professional telephone techniques using simulated 'phone equipment
  • Respond to difficult situations and complaints in an assertive and positive manner
  • Turn a complaint into a loyal customer
  • Recognise and practise a technique to say 'no' nicely
  • Identify sales opportunities and promote additional products and services.

Course Enquiry

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