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.

Public Course Dates & Pricing

Course DatesLocationPriceStatus
SOLD  OUT SOLD  OUT

  • Public Courses

    Small class sizes so you get the maximum amount of trainer time possible. You attend with delegates from other companies.

    A great, cost efficient way to learn, discounts are also available for group bookings.

     

    Discount Info
  • 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

    Free Consultation

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 6647 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 surveyed6647
  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


"A very nice and relaxed environment to learn in. Small classroom made it easy to ask lots of questions and feel like we were receiving a personal style of training. Lunch and snacks were amazing!! "

"Great lunch as always! Love the fact it is small classes which is why I would continue to keep coming back here for courses!"

"The course gave a varied and informative introduction to writing for the web. It was particularly good at focusing on the importance of the headline and target audience. "

"Practical illustrations and examples including added value coding given by trainer"

"Engaging trainer, good explanation through every stage, happy to answer additional questions and demonstrate other skills (little bit of code)"

"Very organised and skilled trainer, polite and helpful staff. Excellent service"

"You are really good making sure that the course is useful and suited to our needs. No time wasted and I like the fact that you are constantly making sure that we practice and have an overview of what has been taught. "

"hospitality"

"everything went really smoothly right from booking the course to the way the course was run"

"Providing a nice area with friendly people, nice lunch and an interesting an engaging course!"

"Great space, friendly staff, nice welcome at the door, easy to find using clear map provided. Lunch and refreshments were great. No complaints whatsoever. Thanks very much!"

"Good tips and tricks - Lots of useful sites and apps to use. Lunch was delicious and perfect venue for learning environment"

"Felt at ease in the classroom and enjoyed the day. "

"Able to cater for everyone and felt completely comfortable to let the trainer know if i had a question about a specific topic that was being discussed."

"All experience is good, from booking the course to actually the course, very accurate and good examples. "

"friendly, professional!"

"Followed the course well the explanations were fantastic. Wolf is excellent - Haven't met anyone who knows their stuff like Wolf in a long time!"

"Tutor was brilliant, explained everything very well. Lunch and refreshments are very good. "

"Was very pleased with the entire experience. Highly recommend this course. Thank you!"

"Illuminating the concepts in an accessible way. Neil was able to explain concepts like Keyframes and 3D camera layers by drawing out examples on the board, which helped me to grasp the idea."

"Very useful session. Trainer helped explain a lot of things, and I shall hopefully put it all into practice."

"Giving examples and alternatives. Good to learn more than one answer for certain situations. "

"Demonstrating, showing examples and helping to guide us through each section. "

"Environment, content, trainers, venue.. I thought it was all exceptional and would highly recommend to colleagues and friends"

"I enjoyed Rebecca's teaching style"

"Creating a open and interactive learning environment, friendly staff and knowledgeable trainer. Thanks again for surprising Hannah with cake, she was touched."

"Patient, knowledgeable, good equipment, good pace, great working environment in the classroom and facilities/refreshments provided"

"Good setup and examples. Great lunch too!"

"Great service, staff very helpful and environment is very accessible and user friendly."

"LOVELY CENTRE AND THE SMALL TRAINING NUMBERS REALLY HELP YOU TO GET THE MOST OUT OF A DAYS SESSION"