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.
Assessing situations effectively
Recognising potential conflicts and challenges
Mastering good communication skills
Developing assertiveness for difficult situations
Finding resolutions and influencing customersYou need no previous experience to attend this course.
Course leader is an experienced industry expert
What is good customer service?
What is the customer expecting?
What is the difference between good and outstanding customer service?
Spotting a problem
What is a difficult customer?
What is a good outcome for the situation?
Recognizing behavioural signs and situations that signal potential conflict
The Wall of Challenge
What is empathy?
Anticipating and preventing conflict
Building rapport with a customer
Using your own communication tools
What is Active Listening?
Step 1: Questioning
Step 2: Listening
Step 3: Clarifying understanding
Assertiveness at work
Managing difficult situations
Using your own confidence to de-escalate a situation
Taking control of the conversation
Understanding the customer's issues
Considering possible solutions
Presenting possible solutions
Moving to resolution with a customer
Influencing customers and showing concern
Professionals who wish to develop skills for their current role and companies who believe in developing their talent.
People seeking opportunities which require new skills. Industry relevant training for those pursuing a new role.
Certified courses for those who have earned their theoretical stripes, but need to prove capability to future employers.
Learn face-to-face with expert mentors in a dynamic setting that inspires growth and confidence.
Join remotely with expert mentors in real time — flexible, interactive learning that fits your lifestyle.
Upskill your team together. Build your team and develop consistency, and collective confidence.
Define your direction with purpose, aligning your learning journey to personal and career goals.
Gain practical insight from real-world experts who bring clarity, confidence, and momentum to your growth.
Your certificate of attendance is proof of progress — benchmarking your skills and commitment to growth.
From £429 + VAT
From £599 + VAT
From £399 + VAT
