Customer Service Course
Deliver consistently outstanding customer service on this practical one-day course.
Covering customer needs, handling complaints, assertiveness, de-escalation and building loyalty.
Deliver consistently outstanding customer service on this practical one-day course. Covering customer needs, handling complaints, assertiveness, de-escalation and building loyalty.
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Expert Trainers Experienced industry expert
- Class Size 1–8 in person or 1–6 online
- Support 28 days free helpdesk
- Cancellation 7 day cancellation
- Certificate Certificate of attendance
- Volume Discounts Save with Learning Pots
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.
Private & team training
Request a quote for Customer Service
This course isn’t on the public schedule right now. Request a quote and we’ll come back with dates, pricing, and delivery options — at our centre, live online, or at your venue.
Course Outline
Introduction
What is good customer service?
What is the customer expecting?
What is the difference between good and outstanding customer service?
Customer service issues
Spotting 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
What is empathy?
Anticipating and preventing conflict
Good communication
Building rapport with a customer
Using your own communication tools
What is Active Listening?
Using three steps to ensure you provide good customer service
Step 1: Questioning
Step 2: Listening
Step 3: 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
Considering possible solutions
Presenting possible solutions
Moving to resolution with a customer
Influencing customers and showing concern
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.
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.
Really good course that was full of practical tips.
Delivery of the course was great, and very engaging
Michael delivered an enthusiastic, energetic, and engaging day of training. All staff on site were friendly, professional and welcoming. Fo…
The training was informative. Michael was well prepared with relevant subject. I did enjoy his references from famous people , and movies.…
Very enthusiastic, great venue and practical real life examples
Overall the staff, trainer and facilities were outstanding, friendly and supportive.
Was a very fun course. Michael was very professional and funny. Thank you
Trainer was personable, warm and friendly
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Read course reviewsWho 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.
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