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

    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 17591 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 surveyed17591
  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


"Really helpful in explaining what we were going through, using clear and concise examples. "

"Liked the fact that the class size was so small - made the course very personal and plenty of opportunity to ask questions. The trainer also able to adapt the course slightly to suit what we needed to know."

"Addressing very specific problems and offering practical solutions; making a massive topics more manageable."

"Looking at specific examples on the web pages of attendees, providing practical advice and solutions rather than focusing too much on the theory, covering a lot of ground in the time provided. "

"Giving us great examples of how to write grammatically correct sentences and the use of punctuation. Giving us feedback on our work and clear advice and tips. "

"Used very good examples to simply explain."

"Very clear and simply explained."

"Great atmosphere, good tuition, good food. I liked the small class numbers. "

"Rich was incredibly knowledgeable, he was very personable and I highly recommend him"

"Rich was really knowledgeable, very good at explaining the 'techy bits', pace was just right. Would highly recommend him. "

"Pleasant rooms and breakout areas, relaxed feel , encouraged to ask questions and showed things that applicable to our roles / job as opposed to just part of a course"

"Covered a huge amount in a short space of time. "

"Comprehensive overview, not too much jargon, easily understandable, approachable staff"

"friendly, welcoming, good knowledge and great setup "

"Patsie was amazing"

"Very good coverage of PowerBI, and the related functions in excel. Made relevant to actual work - trainer helped using examples of things we are already working on and solved a couple of problems we'd had for a while. "

"Extra information.....it was useful to see the excel powerpivot and excel Dax and how this was applied in PBI"

"Good speed of learning, across all learning speeds, friendly, interactive. "

"Great knowledge and very friendly. Always happy to answer questions we had and didn't make us feel silly for asking questions. "

"Knoweldgable and good paced"

"everything...very happy and would return"

"Everything was really great thank you "

"Course was great, food was great!"

"The structure of Rob's course was really well thought out, mirroring the editing process with theory at the beginning. This really helped explain workflow organisation and best practice "

"Explaining everything in detail and also allowing us to ask questions and getting answers within the training without feeling daft for asking them!"

"the trainer knowledge and examples, the food, organisation pf the course"

"everything was great, would definitely recommend. Simo was a great guide! "

"Really knowledgeable tutor and good amount of useful content covered. "

"It was a lovely and helpful experience"

"Great course content, which was easy to follow "