Identify and respond to customer needs and expectations
Account Executives
Average UK salary £25,000 - £60,000
View career guideCustomer Service Course
Customer Service Course
Customer Service Course
Deliver consistently outstanding customer service on this practical one-day course. You'll learn what great customer service really looks like and why it matters to the business, how to identify and respond to customer needs and expectations, how to spot a problem before it escalates, how to handle difficult customers and complaints professionally, how to use assertiveness to manage challenging situations confidently, how to de-escalate tension and find positive resolutions, and how to build the habits that lead to lasting customer loyalty.
Key Learning Points
Key Learning Points
- Identify and respond to customer needs and expectations
- Spot problems before they escalate
- Handle difficult customers and complaints professionally
- Use assertiveness to manage challenging situations
- Build habits that drive lasting customer loyalty
If attending an online course you must have a licensed copy of any software required and access to a suitable computer.
You need no previous experience to attend this course.
Who is this course for?
For customer service representatives, retail staff, account managers and anyone in a customer-facing role who wants to deliver consistently excellent service. No prior experience required.
Expert Trainers
Course leader is an experienced industry expert
Private & team training.
This course is not on our public schedule at the moment. You can still request a bespoke quote below — we’ll contact you with dates and pricing.
Course Dates
Course Outline
1
Introduction
What is good customer service?
What is the customer expecting?
What is the difference between good and outstanding customer service?
2
Customer service issues
Spotting a problem
What is a difficult customer?
What is a good outcome for the situation?
3
Assessing the situation and challenges
Recognizing behavioural signs and situations that signal potential conflict
What is empathy?
Anticipating and preventing conflict
4
Good communication
Building rapport with a customer
Using your own communication tools
What is Active Listening?
5
Using three steps to ensure you provide good customer service
Step 1: Questioning
Step 2: Listening
Step 3: Clarifying understanding
6
Developing your assertiveness
Assertiveness at work
Managing difficult situations
Using your own confidence to de-escalate a situation
Taking control of the conversation
7
Finding resolution
Understanding the customer's issues
Considering possible solutions
Presenting possible solutions
Moving to resolution with a customer
Influencing customers and showing concern
8
Questions and answers
This course is also available as a private course. If you wish we can tailor the content for your team. Please contact us for more details.
Career paths
Roles this course supports
People training on Customer Service often work in the careers below.
Who attends?
Career Progressives
Professionals who wish to develop skills for their current role and companies who believe in developing their talent.
Career Changers
People seeking opportunities which require new skills. Industry relevant training for those pursuing a new role.
Graduates
Certified courses for those who have earned their theoretical stripes, but need to prove capability to future employers.
Learn Your Way
Face To Face
Learn face-to-face with expert mentors in a dynamic setting that inspires growth and confidence.
Live Online
Join remotely with expert mentors in real time — flexible, interactive learning that fits your lifestyle.
Team Training
Upskill your team together. Build your team and develop consistency, and collective confidence.
Three Steps To Success
1
Identify Your Path
Define your direction with purpose, aligning your learning journey to personal and career goals.
2
Learn With Experts
Gain practical insight from real-world experts who bring clarity, confidence, and momentum to your growth.
3
Earn Certification
Your certificate of attendance is proof of progress — benchmarking your skills and commitment to growth.
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