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 £599 + VAT per day

    Enquire Here

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 18996 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 surveyed18996
  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


"The teacher was really good and I learned a lot today!"

"Format was social and engaging. Helen was very good and approachable. This course has been useful and given me food for thought."

"Very very knowledgeable about all aspects and very helpful"

"great training and well set up sheets to work through examples"

"The quality of the course was of a very high standard. "

"Overall quality and knowledge of the subject was excellent."

"Really nice trainer, nice surroundings"

"The structure of the day - and the helpfulness of all staff. "

"Really enjoyed the small class size (2 people) with someone who wanted to learn the same skills as me"

"doug was great "

"Very knowledgable and patient trainer and excellent facilities"

"Course was great, especially for someone with little to no experience in Final Cut. The pace of the course was probably the best attribute, there was no pressure to move forward with the various topics until you understood what was being covered. Thanks!"

"Pace of the course was very good - covered a lot of ground. "

"Very well organised, very clean, very well laid out."

"Was a great 2 days, very helpful and looking forward to applying lessons at work. Trainer had a good pace, not too slow. "

"Before I started the advanced course I was afraight that I perhaps don't know enough but everything was good. The pace, the whole environment and atmosphere during the course. The trainer was very friendly and answered my questions clear and so that I could understand very well. Thank you. I really would like to come back for more courses."

"Good setup in general - I think it works well in the small groups and frequent breaks, to help prevent overload. "

"Great resources and great trainer"

"The trainer was great, made us feel comfortable, listened to us. Very informative and valuable training, a good mix of group work and looking at a video and doing a dummy run of minute taking and flip chart work. It helps that the trainer has worked for many years and with many companies as it brings true life experiences into training. The venue was good, tea/coffee and lunch facilities and good amount of breaks."

"Everything was fab, thank you so much!"

"Excellent theory and practical with good examples"

"Brilliant at making complicated things seem so simple. So good at sharing knowledge in a way that everyone understands. I am going away today with so much more knowledge to use in my role and cannot wait to get started. This has been my favourite course so far with Media Training. "

"Really great examples and practical demonstrations. Very knowledgeable trainer and the day flew by. It was very interesting and enjoyable and I have gained confidence as a result. Thank you!!!"

"Great overall view and great lunch."

"Excellent all round. Will be back. "

"This was a private course so it was excellent to have bespoke training and for queries with InDesign sent in advance of the course to be resolved."

"Making SEO interesting and engaging! "

"Very useful, good pace"

"I was very satisfied with the whole training course"

"relaxed and informed - very enjoyable and informative - great work"