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.

Reviews

9.6

Satisfaction

94.8%

Recommend

See Reviews

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.

One Day

10:00 - 16:30 UK Time

Private Options

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

Class Size

1 - 10 in person or 1 - 6 online

Support

28 days free helpdesk support with all courses

Cancellation

Cancel before 7 days for 100% refund

Certificate

Earn a certificate of attendance on completion

Volume Discounts

Save money by using our Learning Pots scheme

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.

Request a quote for Customer Service

This course is offered as private, bespoke or team training at our centre, live online or at your venue.

You can customise the outline, have a group where it's just your team or enjoy a one-to-one session with an expert.

Fill in the form below and our team will get in touch with pricing and helpful advice.

Course Dates

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.

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. Food snacks…

The training was informative. Michael was well prepared with relevant subject. I did enjoy his references from famous people , and movies. Michael ke…

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

Michael was amazing and very knowledgeable, friendly.

Absolutely amazing personality and energy. I found him incredibly informative and inspiring!! Would love to take another class.

Michael was an excellent trainer - thank you!

Michael was very knowledgeable and a great entertainer :)

All of it - I loved the humour in the session especially!

It was an excellent course and food for thought

Very good at explaining situations and how to deal with them.

Relatable, honest and knowledgeable. It provided me with different ways of thinking and dealing with situations. Smaller group setting meant more int…

Michael was very friendly and super informative, he answered all my questions and gave great advise. Looking forward to hopefully seeing him again on…

You are all good in term of training people with good and perfect communications.

Delivery, timing and service was very good

Giving feedback on the exercises, keeping it interactive, very knowledgable, good templates and examples

The trainer was very engaging and managed to keep the full attention of the group for the entire day (no easy task) which made the training much more…

A lot was covered in a day which was great, Kate met the brief excellently and she had a good understanding of the company.

Getting the information across and being enthusiastic about the subject matter, while keeping things light and interesting.

Knowledgeable trainer who was in control of the session.

Chris was very good at talking to us, making us feel comfortable. he certainly knew his stuff and had had experiences, which helped us to take in wha…

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Who attends?

Career Progressives

Professionals who wish to develop skills for their current role and companies who believe in developing their talent.

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Career Changers

People seeking opportunities which require new skills. Industry relevant training for those pursuing a new role.

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Graduates

Certified courses for those who have earned their theoretical stripes, but need to prove capability to future employers.

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Learn Your Way

Face To Face

Learn face-to-face with expert mentors in a dynamic setting that inspires growth and confidence.

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Live Online

Join remotely with expert mentors in real time — flexible, interactive learning that fits your lifestyle.

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Team Training

Upskill your team together. Build your team and develop consistency, and collective confidence.

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Three Steps To Success

Identify Your Path

Define your direction with purpose, aligning your learning journey to personal and career goals.

Learn With Experts

Gain practical insight from real-world experts who bring clarity, confidence, and momentum to your growth.

Earn Certification

Your certificate of attendance is proof of progress — benchmarking your skills and commitment to growth.

Customer Service Course